Service Desk Manager — SLA‑Driven IT Support Lead

Digital Management Llc; Atlanta (GA); On-site; USD 81,000 - 99,000; Full time

Job summary

DMI is seeking a Mid Service Desk Manager in Atlanta, GA to lead deskside support operations, ensure SLA adherence, and coordinate Level 2 ticket handling with cross-functional IT teams.

Ideal candidates hold a BS in IT and 2–4 years of service desk experience, with ITIL preferred. The role focuses on incident management, documentation, and collaboration across IT operations to support CDC-aligned standards.

Qualifications

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

Responsibilities

• Oversee deskside support operations at the Customer Support Center (CSC), ensuring SLA requirements are met and escalations are handled promptly.
• Manage and assign tickets to Level 2 technicians, monitoring incident progress and ensuring daily updates for all open tickets.
• Coordinate the logistics of IT support during emergencies, public health events, and system upgrade cycles, including scheduling overtime or weekend coverage as needed.
• Provide guidance to Service Desk Liaisons (SDLs) and other team members to ensure seamless collaboration with campus leads and the Field Site Support (FSS) team.
• Maintain comprehensive documentation for processes, reports, and trends to identify areas for improvement in deskside support services.
• Support the implementation of new IT solutions, assisting 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

ITIL

Education

Bachelor of Science in Information Technology or related field

2-4 years of experience managing a service desk

Job description

DMI is seeking a Mid Service Desk Manager in Atlanta, GA to lead deskside support operations, ensure SLA adherence, and coordinate Level 2 ticket handling with cross-functional IT teams.

Ideal candidates hold a BS in IT and 2–4 years of service desk experience, with ITIL preferred. The role focuses on incident management, documentation, and collaboration across IT operations to support CDC-aligned standards.