IT Service Desk Leader | Help Desk Manager

ID Logistics US; Georgia; Hybrid; USD 90,000 - 110,000; Full time

Job summary

ID Logistics US is seeking a Manager of Support (Help Desk) to lead the IT service desk, ensuring timely technical support for clients and staff. This hybrid role is based in Westgate, GA, requiring 20% travel.

The ideal candidate will drive SLA compliance, staff development, and process improvements to elevate customer service standards. We value strong leadership, ITIL expertise, and a commitment to operational excellence.

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 2–3 years IT support experience with 3+ years in a management role.
• Strong ITIL or service management background.
• Experience with help desk ticketing systems and remote support.

Responsibilities

• Lead and mentor a geographically dispersed IT Service Desk team.
• Ensure SLAs are met and tickets resolved within SLA guidelines.
• Develop and implement IT support strategies.
• Present findings to senior management.
• Generate reports on IT support performance.

Skills

Leadership

ITIL

Communication

Interpersonal skills

Ticketing systems

Remote support tools

Education

Bachelor’s degree in Information Technology or Computer Science

Job description

ID Logistics US is seeking a Manager of Support (Help Desk) to lead the IT service desk, ensuring timely technical support for clients and staff. This hybrid role is based in Westgate, GA, requiring 20% travel.

The ideal candidate will drive SLA compliance, staff development, and process improvements to elevate customer service standards. We value strong leadership, ITIL expertise, and a commitment to operational excellence.