IT Operations Leader: AI-Driven Service Desk & End-User

The Intersect Group; Decatur (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

The Intersect Group is seeking a Senior Manager IT Operations to lead and modernize our enterprise IT operations on-site in Decatur, GA. You will own the performance of the Help Desk, end-user computing, and Tier 1 Call Center, driving AI-assisted workflows and self-service to improve support outcomes.

You will partner with infrastructure, security, and business teams to establish scalable service delivery, define standards, and coordinate major incidents.

Qualifications

• Significant experience leading enterprise IT operations, Help Desk, Service Desk or end-user computing teams.
• Strong knowledge of IT service-management principles and operational processes.
• Experience with enterprise endpoint management and software deployment.
• Strong understanding of Microsoft enterprise technologies, including Azure.
• Experience managing technology vendors and support partners.
• Strong incident-management and escalation-management skills.
• Demonstrated ability to establish processes, standards, documentation, and measurable performance expectations.
• Excellent written and verbal communication skills across technical, business, executive, and external audiences.

Responsibilities

• Lead day-to-day IT operations, service delivery, and end-user computing.
• Own the performance and maturity of Help Desk and Service Desk operations, including incident management, service requests, escalations, knowledge management, and problem management.
• Design and operationalize a centralized Tier 1 IT Call Center with staffing models, escalation paths, procedures, training, and performance expectations.
• Establish measurable service standards: response times, resolution times, SLA attainment, ticket aging, escalation rates, customer satisfaction.
• Drive AI-assisted workflows, automation, self-service, knowledge management, and technician enablement across IT support operations.
• Lead endpoint standards, device deployment, software distribution, lifecycle management, inventory, and security coordination.
• Provide leadership during major incidents and escalations, coordinating technical teams and ensuring clear communication and corrective actions.
• Lead, coach, and develop IT Operations and Help Desk personnel while managing vendors and driving continuous improvement.

Skills

IT operations leadership

IT service management

Endpoint management

Software deployment

Azure

Vendor management

Incident management

Process documentation

Communication skills

Job description

The Intersect Group is seeking a Senior Manager IT Operations to lead and modernize our enterprise IT operations on-site in Decatur, GA. You will own the performance of the Help Desk, end-user computing, and Tier 1 Call Center, driving AI-assisted workflows and self-service to improve support outcomes.

You will partner with infrastructure, security, and business teams to establish scalable service delivery, define standards, and coordinate major incidents.