Service Desk Manager - Information Technology

3500 Parkway Lane, Suite 500, 3500 Parkway Lane, Peachtree Corners, Georgia, United States of America

Posted Monday, August 24, 2026 at 4:00 AM

Ready to turn your ambition into achievement? Join Pond & Company and be part of the team that’s redefining the future of Architectural, Engineering, Planning, Construction Management, and Environmental projects!

We are in search for a directly involved Helpdesk / Service Desk Manager to lead our IT support function and manage the full lifecycle of end‑user hardware. This role owns traditional service desk operations — ticketing, incident and request management, and end‑user support — while also directing new‑hire onboarding and the procurement/lifecycle management of laptops, desktops, and peripherals. You will manage a team of service desk analysts, set the standard for service quality, and act as the primary owner of our Fresh Service platform.

This is a people‑leadership role: you will hire, coach, schedule, and develop a team of support technicians while staying close enough to the work to jump in, unblock escalations, and lead by example.

• Lead, manage, and develop a team of service desk analysts, including hiring, coaching, performance management, and scheduling/coverage planning.
• Own day-to-day helpdesk operations: ticket queues, escalation paths, and incident/request/problem management.
• Develop and manage SLAs, ensuring targets are realistic, well‑communicated, and consistently met.
• Serve as the primary administrator of Fresh Service, including workflow automation, asset management (CMDB), reporting, and dashboards.
• Define and continuously improve service desk processes and documentation (knowledge base, SOPs, runbooks) using ITIL‑aligned best practices.
• Monitor and report on key service desk metrics (ticket volume, resolution time, CSAT, SLA compliance) to leadership.
• Manage vendor and third‑party support relationships as needed.

• Own the end‑to‑end IT onboarding experience for new hires: account provisioning, hardware assignment, and Day 1 readiness.
• Design and maintain onboarding/offboarding workflows in Fresh Service and Intune/Autopilot to ensure a consistent, scalable experience as headcount grows.
• Manage IT offboarding, including account deprovisioning and hardware retrieval/reclamation.

• Manage procurement of end‑user hardware (laptops, desktops, monitors, peripherals) — vendor selection, ordering, budgeting, and inventory levels.
• Maintain accurate hardware asset records and lifecycle tracking (deployment, refresh, retirement, disposal) within Fresh Service.
• Own device provisioning and configuration standards using Microsoft Intune and Windows Autopilot, including deployment profiles, compliance policies, and app packaging.
• Manage relationships with hardware vendors/resellers and negotiate pricing/terms where applicable.

• Experience:
  
  Proven experience managing a helpdesk/service desk supporting 1,500+ users, including leading a team of analysts/technicians.
• Education:
  
  Bachelor’s degree or equivalent practical experience.
• Certification: ITIL certification preferred, not required (Foundation minimum; higher‑level certification a plus).
• Platform:
  Demonstrable hands‑on experience with Fresh Service (or comparable ITSM platform, with willingness/ability to become Fresh Service‑proficient quickly).
• Endpoint Management:
  Demonstrable, hands‑on experience deploying and managing devices with Microsoft Intune and Windows Autopilot, including provisioning profiles, compliance/configuration policies, and app deployment.
• Strong working knowledge of Windows environments, Active Directory/Azure AD (Entra ), and Microsoft 365 administration.
• Experience managing hardware procurement, vendor relationships, and IT asset lifecycle.
• Excellent communication skills and the ability to translate technical issues for non‑technical stakeholders.
• Proven people‑management experience: hiring, coaching, performance reviews, and scheduling.
• Comfort designing and evolving service desk systems and processes that incorporate AI (e.g., AI‑assisted ticket triage,…