Information Technology Service Desk Manager
Job in
Atlanta, Fulton County, Georgia, 30383, USA
Listed on 2026-01-19
Listing for:
Franklin Fitch
Full Time
position Listed on 2026-01-19
Job specializations:
-
IT/Tech
IT Support, IT Project Manager, Systems Administrator, IT Business Analyst
Job Description & How to Apply Below
The End User Supervisor leads IT Service Desk operations with a strong focus on Service Now, automation, and AI-driven support. This role develops a deep understanding of user needs to enhance service delivery, drive continuous improvement, and ensure exceptional end-user and client experiences.
Role Responsibilities- Own and administer the Service Now platform, including workflows, automation, dashboards, and reporting
- Lead IT Service Desk operations and manage a distributed team of Service Desk Analysts and Technicians
- Design and deploy AI chatbot and self-service solutions integrated with Service Now and Microsoft platforms
- Define, monitor, and enforce SLAs and service performance metrics
- Drive continuous improvement through trend analysis, root-cause reviews, and user feedback
- Collaborate with infrastructure, application, security, and risk teams to ensure system integration and compliance
- Maintain ITIL-aligned processes, documentation, runbooks, and knowledge articles
- Ensure capacity planning and service readiness to support firm growth and projects
- Bachelor’s degree or equivalent experience
- 5+ years of IT Service Management experience
- Strong Service Now administration and development experience
- Experience with Microsoft 365, Teams, SharePoint, Active Directory, and end-user computing environments
- Familiarity with Service Now Virtual Agent, Microsoft Copilot, or similar AI tools
- Solid understanding of ITIL processes (Incident, Request, Change, Problem, Knowledge)
- Proven leadership, communication, and stakeholder management skills
- Strong analytical mindset with the ability to translate data into service improvements
- Willingness to provide off‑hours support as needed
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