IT Operations Support Lead- Hybrid; Atlanta, GA

Overview

No other company in our industry is supercharging the way they work and serve their clients like One Digital. Fresh thinking has always been the core of One Digital’s vision and growth strategy. It’s how we stand out in our industry, it’s how we stay competitive and resilient in a changing world. Most importantly, our innovative approach is helping more people do their best work and live their best lives.

Innovation fuels our employee experience by making it easier to do your best work anytime, anywhere and from any device. And our tech-based products for clients are a game changer in our industry. If you thrive on change and innovation, One Digital is the career choice for you.

Our Newest Opportunity:

Summary: We are seeking a highly motivated IT Support Lead to oversee day-to-day IT Service Desk operations and ensure consistent, high-quality service delivery. This role owns the Tier 1 support experience and serves as the primary point of contact between IT and the business, ensuring incidents and service requests are managed in accordance with ITIL practices. In environments where availability and user experience are critical, the IT Support Lead drives effective Incident and Service Requests, ensuring timely resolution and controlled escalation to Tier 2 and Tier 3 support teams.

The role partners with internal stakeholders, offshore service providers, and technical teams to maintain service stability, meet service level commitments, and continuously improve service performance across the enterprise.

• Lead daily service desk operations, including ticket flow, workload balancing, escalations, and queue health.

• Oversee Tier 1 support for incidents, service requests, and general IT inquiries.

• Ensure consistent service delivery and communication across onshore and offshore support teams.

• Supervise endpoint support, including installation, configuration, troubleshooting, and maintenance.

• Maintain desktop standards, images, configuration baselines, and technical documentation.

• Manage asset inventory and enforce hardware and software lifecycle processes.

• Own Request, Incident, and Problem Management using Team Dynamix
  .

• Ensure accurate ticket categorization, prioritization, triage, escalation, and lifecycle management.

• Lead problem management efforts, including root cause analysis and long-term remediation.

• Drive self-service and shift-left initiatives through knowledge management and automation.

• Define, track, and enforce SLAs, including response and resolution targets.

• Lead Major Incident Management and operate the Command Center during critical events.

• Partner with Infrastructure, Digital Workplace, Network, and Application teams to expedite resolution.

• Use analytics to identify trends, reduce repeat incidents, and improve service quality.

• Monitor customer satisfaction and key performance indicators, including FCR, MTTR, SLA attainment, and backlog health.

• Produce operational dashboards, reports, and executive summaries.

• Manage relationships with service providers, vendors, and cross-functional IT teams.

• Communicate service changes, outages, and process updates to business stakeholders and leadership.

• Required Skills

  • Strong technical background in Windows OS, Office 365, Active Directory, networking basics, VPN, endpoint imaging, and device support.

  • Proven leadership experience in IT support or service desk environments.

  • Excellent communication, customer service, and problem‑solving skills.

  • Ability to operate effectively in a fast-paced environment with competing priorities.

  • Strong organizational skills with exceptional attention to detail.

• Offshore & SLA Experience

  • Experience working with offshore support teams or global BPO providers.

  • Deep understanding of SLA frameworks, KPI management, and performance analysis.

• Tools & Technical Platforms

  • Experience with ITSM platforms (
    Team Dynamix preferred; Service Now acceptable
    ).

  • Familiarity with remote support tools and endpoint management technologies.

  • Scripting or automation experience (Power Shell is a plus)

• Bachelor’s degree in Information Technology, Computer…