Service Desk Manager: Lead ITIL-Driven Support Team

Softrim LLC; Alpharetta (GA); On-site; USD 75,000 - 90,000; Full time

Job summary

A technology services provider located in Alpharetta, Georgia is looking for a Service Desk Manager to oversee the daily operations of their IT Service Desk. This role includes managing a team of service desk analysts, ensuring high-quality technical support, and implementing ITIL best practices. The ideal candidate should hold a Bachelor's degree in Information Technology and possess over 2 years of service desk experience along with supervisory skills. Strong communication and problem-solving abilities are essential for success in this position.

Qualifications

• 2+ years of experience in a service desk or IT support environment.
• 3+ years of supervisory experience in enterprise IT support.
• Strong understanding of ITIL framework; ITIL certification preferred.

Responsibilities

• Manage day-to-day Service Desk operations.
• Lead, mentor, and coach service desk analysts.
• Serve as the primary escalation point for service issues.
• Identify recurring issues and work with technical teams.

Skills

Customer service

Communication skills

Analytical abilities

Problem-solving

Project management

Education

Bachelor’s degree in Information Technology or related field

Tools

ConnectWise Automate

ConnectWise Manage

Jira

Auvik

MS365

Job description

A technology services provider located in Alpharetta, Georgia is looking for a Service Desk Manager to oversee the daily operations of their IT Service Desk. This role includes managing a team of service desk analysts, ensuring high-quality technical support, and implementing ITIL best practices. The ideal candidate should hold a Bachelor's degree in Information Technology and possess over 2 years of service desk experience along with supervisory skills. Strong communication and problem-solving abilities are essential for success in this position.