IT Support Manager

AGS - American Gaming Systems; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

AGS - American Gaming Systems is seeking an IT Support Manager to lead the onsite IT Support team in Atlanta and Duluth, ensuring reliable end-user technology and aligned with global standards.

You will collaborate with IT Engineering, Network, HR, BI, and business leaders to raise service quality, drive automation, and support AI productivity tools while maintaining security baselines.

Qualifications

• Bachelor’s degree or equivalent experience in IT.
• 5+ years of professional IT support experience with 2+ years leading a team.
• Hands-on leadership with Microsoft 365, Intune, SCCM, Entra ID/Azure AD, Windows 10/11, macOS, and Jira Service Management.
• Familiarity with AI productivity tools, licensing, access management and end-user enablement.
• Strong problem-solving, root-cause analysis, and security-minded approach.

Responsibilities

• Lead the local IT Support team in Atlanta and Duluth; coach, mentor, and performance‑manage staff; set goals and foster a connected team.
• Run world-class Service Desk & Desktop Support; standardize intake, triage, escalation; enforce SLAs/SLOs; publish service health metrics.
• Provide cross‑platform support for Windows and macOS; manage enrollment, patching, and security baselines.
• Partner with SecOps on EDR/XDR, phishing response, and incident runbooks; champion least‑privilege and device hardening.
• Enable AI productivity tools (e.g., Copilot) with licensing, access, training, and policy‑compliant use.
• Oversee asset and license stewardship with Ivanti ITAM; reconcile licenses, optimize spend, and support audits.
• Lead change and tool migrations with minimal disruption (collaboration tools, domain/email changes).
• Manage vendor relationships, budgeting, quotes, renewals, and ROI for local IT tools & services.
• Communicate clearly for facilities updates, Town Halls, maintenance windows, and executive briefings.
• Drive continuous improvement: automate routine tasks (PowerShell) and promote shift-left knowledge.

Skills

Leadership

Problem-solving

Communication

Stakeholder management

Self-motivated

Change management

ITIL

Education

Bachelor’s degree in Information Technology/CS/Engineering

Tools

Microsoft 365

Intune

SCCM

Entra ID/Azure AD

Jira Service Management

PowerShell

Meraki

GlobalProtect

Job description

We are looking for an IT Support Manager who loves solving problems and is passionate about building a reliable, secure, and delightful end‑user technology experience.

You will lead the onsite IT Support team in Atlanta and Duluth, reporting to the Senior IT Support Manager, and aligning with global processes, tools, and service standards. Working closely with IT Engineering, Network, Business Systems, HR, BI, and business leaders, you will raise the bar on IT service delivery, modern endpoint management, support for AI productivity tools, and support automation that powers AGS’s growth.

You have a proven track record building high performing local support teams—delivering responsive, high-quality service to onsite users while adhering to companywide standards and processes.

Responsibilities

• Exercise discretion and independent judgment with respect to matters of significance.
• Lead the local team: coach, mentor, and performance‑manage IT Support technicians in Atlanta and Duluth; set goals, run playbooks, and foster a “one team” culture with global peers.
• Run world‑class Service Desk & Desktop Support: standardize intake, triage, and escalation using Jira Service Management, enforce SLAs/SLOs, and publish service health metrics.
• Cross‑platform support: ensure robust support for Windows and macOS environments, including device enrollment, patching, and security baselines.
• Security partnership: collaborate with SecOps on EDR/XDR alerting, phishing response, and incident runbooks; champion least‑privilege and device hardening.
• AI tools enablement: support end users on approved AI productivity tools (e.g., Microsoft 365 Copilot and AI assistants); manage access, licensing, and enablement; deliver user training and troubleshooting; and champion responsible, policy‑compliant AI use.
• Asset & license stewardship: keep accurate inventories with Ivanti ITAM and related tooling; reconcile licenses, optimize spend, and support audits.
• Change & tool migrations: support rollouts and transitions (e.g., collaboration tools, AI tool deployments, domain/email changes, file‑sharing standards) with minimal disruption.
• Vendor management & budget discipline: obtain quotes, assist with renewals, and document ROI for local IT support tools and services.
• Communications & events: publish clear updates for facility notifications, Town Halls, maintenance windows, and executive briefings.
• Continuous improvement: identify bottlenecks, automate routine tasks (PowerShell, workflow automation), and drive “shift‑left” knowledge and self‑service.

Skills/Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
• 5+ years of professional IT Support experience with 2+ years leading or supervising an IT support team (team lead or supervisor experience considered).
• Hands‑on leadership with Microsoft 365, Intune, SCCM, Entra ID/Azure AD, Windows 10/11, macOS, and Jira Service Management (workflows, SLAs, automations, reporting).
• Familiarity supporting and administering AI productivity tools (e.g., Microsoft 365 Copilot, AI chat assistants) in an enterprise environment, including licensing, access management, and end‑user enablement.
• Skilled in operating, testing, and improving support processes; strong problem‑solving and root‑cause analysis skills.
• Security‑minded, with experience partnering on EDR/XDR, phishing/malware response, and secure remote access (e.g., Meraki, GlobalProtect).
• A passion to help your team members and to work with them for the greater good; excellent communication and stakeholder management.
• Be self‑motivated and proactive to get stuff done; comfortable with iteration and change to create and design great things.

Preferred

• Experience with Ivanti ITAM, BeyondTrust Remote Support, Verkada, Exclaimer, PowerShell scripting, and Software Center; ITIL certification.
• Experience deploying AI‑driven self‑service tools (e.g., virtual agents, automated ticket triage, knowledge bots) to reduce ticket volume and improve user experience.

Note: All offers are contingent upon successful completion of a background check