Service Desk Manager - Elevate IT Support & SLAs (Atlanta)

DMI; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Virtual health visits

Commuter perks

Pet insurance

Entertainment discounts

Annual performance reviews

Tuition assistance

Internal career growth

401(k) matches

Life and disability insurance

Financial wellness tools

Annual awards

Service anniversaries

Referral bonuses

Peer-to-peer shoutouts

Healthcare coverage

Wellness programs

Flu shots

Biometric screenings

Job summary

DMI, LLC is seeking a Mid Service Desk Manager to join our team in Atlanta. The candidate will oversee deskside support operations, manage Level 2 tickets, and coordinate IT logistics during emergencies and upgrades.

The role requires a IT-related bachelor’s degree and 2–4 years of service desk management experience; ITIL is preferred. Strong collaboration with SDLs and FSS is essential, along with solid documentation skills and a focus on CDC-aligned practices.

Qualifications

• Bachelor of Science in Information Technology or related field is required.
• 2-4 years of experience managing a service desk is required.
• ITIL certification is preferred.

Responsibilities

• Oversee deskside support operations; ensure SLA requirements are met and escalations are handled promptly.
• Manage and assign tickets to Level 2 technicians; monitor incident progress and ensure daily updates for all open tickets.
• Coordinate logistics of IT support during emergencies, health events, and system upgrade cycles; schedule overtime or weekend coverage as needed.
• Provide guidance to Service Desk Liaisons (SDLs) and other team members to ensure collaboration with campus leads and Field Site Support (FSS).
• Maintain documentation for processes, reports, and trends to identify improvements in deskside support services.
• Support implementation of new IT solutions; assist with testing and rollout to ensure compliance with CDC standards and best practices.
• Manage AV support services, including vendor coordination and system upgrades, while adhering to OCIO SLA metrics.

Skills

Service desk

Ticketing

SLA

Incident mgmt

Education

Bachelor of Science in Information Technology

ITIL certification

Job description

DMI, LLC is seeking a Mid Service Desk Manager to join our team in Atlanta. The candidate will oversee deskside support operations, manage Level 2 tickets, and coordinate IT logistics during emergencies and upgrades.

The role requires a IT-related bachelor’s degree and 2–4 years of service desk management experience; ITIL is preferred. Strong collaboration with SDLs and FSS is essential, along with solid documentation skills and a focus on CDC-aligned practices.