Senior IT Operations Lead: AI-Driven Help Desk & Endpoints

The Intersect Group; Decatur (GA); On-site; USD 120,000 - 160,000; Full time

Job summary

The Intersect Group seeks an experienced Senior IT Operations Manager to lead the delivery, performance, and modernization of IT operations, including Help Desk and end-user computing. Build a scalable Tier 1 IT Call Center and drive AI, automation, and knowledge management to improve support outcomes.

Partner with infrastructure, security, and business teams to elevate service quality, reduce incidents, and guide vendors while fostering continuous improvement across IT support operations.

Qualifications

• Significant experience leading enterprise IT operations or Help Desk teams.
• Experience managing frontline IT support personnel.
• Strong knowledge of IT service-management principles.

Responsibilities

• Lead day-to-day IT operations, service delivery, end-user support, and computing.
• Own performance and maturity of Help Desk and Service Desk operations.

Skills

IT operations

Help Desk

End-user computing

Incident management

Vendor management

Communication

Tools

Azure

Job description

The Intersect Group seeks an experienced Senior IT Operations Manager to lead the delivery, performance, and modernization of IT operations, including Help Desk and end-user computing. Build a scalable Tier 1 IT Call Center and drive AI, automation, and knowledge management to improve support outcomes.

Partner with infrastructure, security, and business teams to elevate service quality, reduce incidents, and guide vendors while fostering continuous improvement across IT support operations.