IT Support Manager: AI Tools & Service Desk Lead

PlayAGS, Inc.; Atlanta (GA); On-site; USD 95,000 - 130,000; Full time

Job summary

AGS is seeking an IT Support Manager who thrives on solving problems and delivering a reliable, secure end‑user technology experience.

You will lead the onsite IT Support team in Atlanta and Duluth, aligning with global standards and working with IT Engineering, Network, HR, BI, and business leaders to raise service delivery, modern endpoint management, AI productivity tool support, and automation that fuels AGS’s growth.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
• 5+ years IT Support experience with 2+ years leading or supervising an IT support team (team lead or supervisor experience).
• 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.

Responsibilities

• Lead the onsite IT Support team in Atlanta and Duluth; coach, mentor, and drive performance.
• Standardize Service Desk & Desktop Support processes with Jira Service Management; enforce SLAs/SLOs.
• Ensure robust Windows and macOS support with device enrollment, patching and security baselines.
• Collaborate with SecOps on EDR/XDR alerting, phishing response, and incident runbooks; champion least-privilege and device hardening.
• Support end users on AI productivity tools; manage licenses, access, enablement, and training.
• Keep inventories with Ivanti ITAM; reconcile licenses, optimize spend, and support audits.
• Support rollouts and migrations with minimal disruption (domain/email changes, file sharing standards).
• Publish updates for facility notifications, Town Halls, maintenance windows, and executive briefings.
• Identify bottlenecks, automate routines (PowerShell), and drive shift-left knowledge and self-service.

Skills

IT leadership

Microsoft 365

Intune

SCCM

Entra ID/Azure AD

Windows 10/11

macOS

Jira Service Management

AI productivity tools

security

EDR/XDR

vendor management

Education

Bachelor’s degree

Tools

Jira Service Management

Ivanti ITAM

BeyondTrust Remote Support

Verkada

Exclaimer

PowerShell scripting

Job description

AGS is seeking an IT Support Manager who thrives on solving problems and delivering a reliable, secure end‑user technology experience.

You will lead the onsite IT Support team in Atlanta and Duluth, aligning with global standards and working with IT Engineering, Network, HR, BI, and business leaders to raise service delivery, modern endpoint management, AI productivity tool support, and automation that fuels AGS’s growth.