IT Desktop Support Manager; On Site
Job in
Atlanta, Fulton County, Georgia, 30383, USA
Listed on 2026-06-26
Listing for:
TekStream Solutions
Full Time
position Listed on 2026-06-26
Job specializations:
-
IT/Tech
Systems Administrator, HelpDesk/Support, IT Support, Technical Support
Job Description & How to Apply Below
Tek Stream Solutions has an immediate need for an IT Service Desk Manager in Atlanta, GA. This is an on site, full-time opportunity (Monday-Friday, 8:30 am
-5:00 pm in Atlanta, GA - College Park Area). The IT Desktop Support Manager will provide Operational Oversight over a team of On Site Service Desk Associates at the client site.
- 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 Technical Analysts.
- 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.
- 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 laptop/mobile device configuration.
- Certification(s) preferred:
Apple Certified Support Professional, Microsoft Security, Compliance, and Identity Fundamentals, CompTIA A+ Certification.
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