Service Desk Manager / Technical Support Manager (Onsite)

TekStream Solutions; Atlanta (GA); On-site; USD 80,000 - 125,000; Full time

Job summary

TekStream Solutions has an immediate need for an on-site Service Desk Manager in South Atlanta. The role is full-time, Mon-Fri, and requires oversight of a team of on-site service desk agents at the client site.

The Manager will monitor performance, SLAs, and ticket quality, escalate high priority incidents, and provide coaching and supervision. Strong Mac/Windows endpoint experience and MSP familiarity are essential.

Qualifications

• 8+ years in technology support in a large-scale enterprise environment.
• 5+ years supporting Mac and Windows endpoints.
• 5+ years using a ticketing system.
• 3+ years leading in-person IT Service Desk teams.
• Experience with MSPs, SLAs, and KPIs.
• Strong technical skills in supporting Mac/Windows and device configuration.
• Certifications such as Apple Certified Support Professional, Microsoft Security, Compliance, and Identity Fundamentals, and CompTIA A+ preferred.

Responsibilities

• Provide Operational Oversight, ensuring daily operations of the support team run smoothly at the client site.
• Monitor agent performance, SLA adherence, and service quality.
• Serve as the point of escalation for high priority incidents.
• Provide onsite training, supervision, coaching, and support to MSP support agents.
• Manage shift schedules and timekeeping.
• Conduct regular performance check-ins with agents.
• Act as a liaison between the MSP and the client.
• Communicate updates, outages, and service disruptions clearly and promptly.
• Represent the MSP in meetings and status updates with the client.
• Track and report on team KPIs (ticket volume, resolution time, etc.).
• Identify trends and make recommendations for improvement.
• Prepare and present operational reports to leadership.
• Enforce adherence to SOPs and best practices.
• Implement continuous improvement of service delivery.
• Provide technical oversight and guidance on standard tools, systems, and troubleshooting techniques.
• Support the team in resolving complex issues.
• Ensure all support activities are appropriately documented in the ticketing system.
• Ensure compliance with client security policies and access controls.
• Monitor equipment usage and data handling in alignment with standards.

Skills

Team Leadership

IT Service Desk

Mac & Windows Endpoints

Ticketing Systems

SLA & KPI Management

On-site Support

Tools

Ticketing System

Job description

TekStream Solutions has an immediate need for a Service Desk Manager / Tech Support Manager in South Atlanta. This is an on site opportunity that provides full time hours Mon-Fri. The IT Desktop Support Manager will provide Operational Oversight over a team of On Site Service Desk Associates at the client site.

Key Responsibilities:

• Provide Operational Oversight, ensuring daily operations of the support team run smoothly at the client site.
• Monitor agent performance, SLA adherence, and service quality.
• Serve as the point of escalation for high priority incidents.
• Provide onsite training, supervision, coaching, and support to MSP support agents.
• Manage shift schedules and timekeeping.
• Conduct regular performance check-ins with agents.
• Act as a liaison between the MSP and the client.
• Communicate updates, outages, and service disruptions clearly and promptly.
• Represent the MSP in meetings and status updates with the client.
• Track and report on team KPIs (ticket volume, resolution time, etc.).
• Identify trends and make recommendations for improvement.
• Prepare and present operational reports to leadership.
• Enforce adherence to SOPs and best practices.
• Implement continuous improvement of service delivery.
• Provide technical oversight and guidance on standard tools, systems, and troubleshooting techniques.
• Support the team in resolving complex issues.
• Ensure all support activities are appropriately documented in the ticketing system.
• Ensure compliance with client security policies and access controls.
• Monitor equipment usage and data handling in alignment with standards.

Qualifications:

• 8+ years' experience technology support in a large-scale enterprise environment, preferably in person.
• 5+ years' experience supporting Mac and Windows Endpoints
• 5+ years' experience utilizing a ticketing system
• 3+ years experience providing leadership, supervision, and management over a team of in-person IT Service Desk agents.
• Experience with Managed Service Providers (MSPs) with an understanding of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Excellent Technical Skills in supporting both Mac and Windows environments and device configuration.
• Certification(s) preferred: Apple Certified Support Professional, Microsoft Security, Compliance, and Identity Fundamentals, CompTIA A+ Certification.