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Robert Half Service Desk Manager in Atlanta, Georgia


We are looking for a Service Delivery Manager/Service Desk Manager with 3-4 years of experience who can lead Service Desk teams. This is an onsite position in Tucker, GA for someone with great leadership skills! You will be responsible for overseeing the daily operations of the service desk team, ensuring efficient and effective support for end-users and customers. This role involves managing a team of service desk agents, establishing and maintaining service level agreements (SLAs), and continuously improving the quality of service provided. The Service Desk Manager collaborates with other IT teams and departments to ensure seamless technology support and exceptional customer service.

Team Management:

  • Lead, mentor, and manage a team of service desk agents, including recruitment, training, performance evaluations, and professional development.

  • Maintain a positive and productive work environment, fostering teamwork and collaboration.

Service Delivery:

  • Establish and manage service level agreements (SLAs) for incident response and resolution, ensuring timely and effective support to end-users.

  • Monitor and analyze service desk metrics and KPIs to identify trends, areas for improvement, and opportunities to enhance efficiency.

Incident and Request Management:

  • Oversee the handling of incoming incidents, requests, and inquiries, ensuring they are accurately logged, categorized, prioritized, and resolved within SLA guidelines.

  • Escalate complex issues to appropriate IT teams or management when necessary.

Problem Management:

  • Analyze recurring issues and collaborate with other IT teams to identify root causes and implement preventive measures.

  • Lead post-incident reviews to identify lessons learned and opportunities for process improvement.

Continuous Improvement:

  • Identify areas for process improvement and efficiency enhancement within the service desk function.

  • Implement best practices, standard operating procedures, and automation tools to streamline operations.

Customer Relations:

  • Maintain a high level of customer satisfaction by ensuring timely, effective, and courteous communication with end-users and customers.

  • Manage customer feedback and implement improvements based on feedback received.

Vendor and Tool Management:

  • Evaluate and manage service desk tools and technologies to ensure they meet the needs of the team and align with organizational goals.


  • Ensure accurate and up-to-date documentation of incident resolutions, standard operating procedures, and knowledge base articles.

Budgeting and Resource Management:

  • Collaborate with IT leadership to allocate resources effectively and manage the service desk budget.



  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

  • Proven experience in IT service desk management, including team leadership and process improvement.

  • Strong knowledge of ITIL framework and best practices.

  • Excellent communication, interpersonal, and customer service skills.

  • Analytical mindset with the ability to use data to drive decision-making.

  • Proficiency in using service desk management software and tools.

  • Problem-solving skills and the ability to remain composed under pressure.

  • IT certifications such as ITIL, HDI, or relevant vendor certifications are a plus.

  • Remember that job descriptions can vary, and it's important to tailor the description to your organization's specific needs and expectations.

Contact Elie Mam on LinkedIn if interested!

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