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Help Desk Manager Jobs in Georgia (NOW HIRING)

SYCLONE DESIGNS INC

Help Desk Manager

Dawsonville, GA

$70K - $80K/yr

We are committed to continuous improvement and innovation in our IT services. The Help Desk Manager is responsible for leading and managing a small but growing support team currently consisting of a ...

SYCLONE DESIGNS INC

Help Desk Manager

Dawsonville, GA

$70K - $80K/yr

We are committed to continuous improvement and innovation in our IT services. The Help Desk Manager is responsible for leading and managing a small but growing support team currently consisting of a ...

SYCLONE DESIGNS INC

Help Desk Manager

Dawsonville, GA · On-site

$70K - $80K/yr

We are committed to continuous improvement and innovation in our IT services. The Help Desk Manager is responsible for leading and managing a small but growing support team currently consisting of a ...

Moore Colson

IT Help Desk Manager

Atlanta, GA

We are seeking IT Help Desk Manager who leads with a servant leadership style and acts as a team quarterback, driving collaboration and success. This role combines leadership with technical expertise ...

Key Technical Resources Inc

Help Desk

Alpharetta, GA · On-site

$19.50 - $26.25/hr

Responsibilities for Help Desk Technician Manage Help Desk tickets in a timely manner Respond to customer issues via phone, email and computer chat and follow-up with customers to ensure issues are ...

TriOptus LLC

Help Desk Analyst

Atlanta, GA · On-site

$19.75 - $27/hr

Job Title: Help Desk Analyst Location: Atlanta, GA 30334 (Remote) Duration: 12+ Month Responsibilities include: * Field incoming help requests from end users via both telephone and e-mail in a ...

TriOptus LLC

Help Desk Analyst

Atlanta, GA · On-site

$19.75 - $27/hr

Job Title: Help Desk Analyst Location: Atlanta, GA 30334 (Remote) Duration: 12+ Month Responsibilities include: * Field incoming help requests from end users via both telephone and e-mail in a ...

Printpack

Help Desk Representative

Atlanta, GA · On-site

$16.75 - $21.75/hr

Help Desk Representative The Help Desk Representative is a first-contact, technical solutions provider serving a critical function within Printpack's IT Technical Support team. The IT Technical ...

Printpack

Help Desk Representative

Atlanta, GA

$16.75 - $21.75/hr

The Help Desk Representative is a first-contact, technical solutions provider serving a critical function within Printpack's IT Technical Support team. The IT Technical Support team ensures IT ...

Printpack

Help Desk Representative

Atlanta, GA · On-site

$16.75 - $21.75/hr

The Help Desk Representative is a first-contact, technical solutions provider serving a critical function within Printpack's IT Technical Support team. The IT Technical Support team ensures IT ...

Nelson Mullins

Help Desk Analyst

Atlanta, GA · On-site

$19.75 - $27/hr

Responsibilities include accurately logging, tracking, and managing all Help Desk requests in ServiceNow to ensure proper documentation and timely resolution, maintaining clear and consistent ...

TEKsystems

Help Desk Analyst

Atlanta, GA

$17 - $20/hr

... manage multiple tasks and multiple priorities • Ability to make decisions with little or no ... Help desk, Customer service, Support, Windows 10, Troubleshooting, Windows, Phone support ...

TEKsystems

Help Desk Analyst

Atlanta, GA · On-site

$17 - $20/hr

... manage multiple tasks and multiple priorities • Ability to make decisions with little or no ... Help desk, Customer service, Support, Windows 10, Troubleshooting, Windows, Phone support ...

Apollo ITS

Help Desk Analyst

Conyers, GA · On-site

$18 - $24.50/hr

Help Desk Analyst Duration: 6+ Months Location: Conyers, GA Interview Type: In Person Only Work ... to Senior level management. External customer support ranges from general website support ...

TEKsystems

Help Desk Analyst

Alpharetta, GA · Hybrid

$20 - $25/hr

... in help desk or service desk roles. This position requires excellent customer service skills and ... Manage and resolve incidents and service requests using tools like Active Directory, Azure, and ...

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Help Desk Manager information

See Georgia salary details

$31.7K

$70.7K

$105.1K

How much do help desk manager jobs pay per year?

As of May 28, 2026, the average yearly pay for help desk manager in Georgia is $70,744.00, according to ZipRecruiter salary data. Most workers in this role earn between $55,700.00 and $84,400.00 per year, depending on experience, location, and employer.

What Does a Help Desk Manager Do?

A help desk manager oversees the technical support department for a retail company, typically in the computer or electronic industry. As the help desk manager, you are responsible for managing the support staff. Your job duties include ensuring that computer users get the help they need with software, hardware, or any other tech product. In this job, you may communicate directly with clients or direct your staff members in best communication practices. Qualifications for this career include a bachelor’s degree in a computer-related field and management experience. You also need strong leadership and customer service skills.

What are the key skills and qualifications needed to thrive as a Help Desk Manager, and why are they important?

To thrive as a Help Desk Manager, you need strong technical troubleshooting abilities, leadership experience, and a background in IT support, often supported by a degree in information technology or relevant certifications. Familiarity with ticketing systems such as ServiceNow or Zendesk, as well as ITIL or CompTIA certifications, is typically required. Excellent communication, problem-solving, and team management skills help you motivate staff and resolve customer issues efficiently. These skills ensure smooth IT operations, high customer satisfaction, and effective team performance.

How does a Help Desk Manager typically support and develop their team to handle high-volume support requests effectively?

A Help Desk Manager plays a key role in ensuring their team can efficiently manage high volumes of support requests by implementing clear processes, providing ongoing training, and utilizing help desk software for ticket tracking and prioritization. They regularly monitor workload distribution, set realistic performance targets, and encourage knowledge sharing among team members. Additionally, they foster a collaborative environment where technicians can escalate complex issues and receive guidance, helping to reduce burnout and improve service quality.

What is the difference between Help Desk Manager vs Help Desk Technician?

AspectHelp Desk ManagerHelp Desk Technician
CertificationsITIL, HDI-Support Center Analyst, CompTIA A+CompTIA A+, HDI Support Center Analyst
Work EnvironmentSupervises support teams, manages workflows, oversees customer serviceProvides technical support, troubleshoots hardware/software issues
Employer & Industry UsageIT departments, tech companies, large organizationsHelp desks, IT support centers, small to medium businesses

The Help Desk Manager oversees support teams and manages support operations, while the Help Desk Technician focuses on providing direct technical assistance to users. Both roles require similar certifications and are integral to IT support, but the manager has a broader supervisory and administrative focus.

More about Help Desk Manager jobs
What are the most commonly searched types of Help Desk jobs in Georgia? The most popular types of Help Desk jobs in Georgia are:
What are popular job titles related to Help Desk Manager jobs in Georgia? For Help Desk Manager jobs in Georgia, the most frequently searched job titles are:
What job categories do people searching Help Desk Manager jobs in Georgia look for? The top searched job categories for Help Desk Manager jobs in Georgia are:
What cities in Georgia are hiring for Help Desk Manager jobs? Cities in Georgia with the most Help Desk Manager job openings:
Help Desk Manager jobs near you
Infographic showing various Help Desk Manager job openings in Georgia as of May 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution, with an average salary of $70,744 per year, or $34 per hour.

Help Desk Manager

SYCLONE DESIGNS INC

Dawsonville, GA

$70K - $80K/yr

Full-time

Posted 8 days ago

Job description


Job Overview & Qualifications

Job Overview

Syclone is dedicated to delivering exceptional IT support and services by combining technical expertise with a client-first approach. We are committed to continuous improvement and innovation in our IT services.
The Help Desk Manager is responsible for leading and managing a small but growing support team currently consisting of a Field Services Technician, a Help Desk Technician, and an Onboarding/Backup Technician. This role owns day-to-day help desk operations, service delivery, and team development, with a primary focus on meeting and exceeding SLAs, improving client experience, and building scalable processes that support company growth.
This is a hands-on leadership role that blends people management, operational oversight, and strategic improvement.

Key Objectives of the Role
  • Lead the help desk team to consistently deliver excellent client experience
  • Maintain and improve SLA performance, response times, and resolution quality
  • Develop a high-performing, accountable, and scalable support team
  • Create structure, standards, and processes that support business growth
  • Serve as the operational owner of the help desk team
What Success Looks Like
  • Consistent achievement of SLA targets and reduced escalations
  • Accurate, timely ticket completion and billing readiness
  • A well-documented, repeatable help desk operation
  • A motivated, accountable team with clear expectations and ownership

Key Responsibilities
Team Leadership & Management
  • Lead, coach, and manage the help desk team, fostering accountability, collaboration, and professional growth
  • Set clear expectations for performance, behavior, and service quality
  • Conduct regular one-on-ones, performance feedback, and development planning
  • Assist with hiring, onboarding, and training of new Help Desk staff as the team grows
  • Build team coverage plans to ensure continuity during absences, vacations, and growth phases
Service Delivery & SLA Ownership
  • Own help desk performance and ensure adherence to all service level agreements (SLAs) 
  • Monitor ticket queues, workloads, and priorities to ensure timely and effective resolution 
  • Lead regular triage to ensure tickets are properly categorized, prioritized, and assigned 
  • Serve as the final approver for help desk tickets, ensuring labor time, documentation, and billable items are accurate and ready for billing 
  • Identify trends, recurring issues, and bottlenecks, to implement corrective actions 
  • Act as an escalation point for complex, high‑impact, or client‑sensitive issues
Operational Excellence & Process Improvement
  • Develop, document, and continuously improve standard operating procedures (SOPs)
  • Build scalable workflows that support a growing client base and team
  • Ensure consistent and accurate documentation within the PSA/ticketing system
  • Maintain and improve knowledge base articles and internal documentation
  • Partner with leadership to align help desk operations with company goals
Technical & Hands-On Support (As Needed)
  • Act as backup support for the help desk when required to meet SLAs or handle escalations
  • Provide remote and occasional onsite technical support as needed
  • Ensure all support activities follow security best practices and internal standards
Client Communication & Experience
  • Ensure clear, professional, and proactive communication with clients
  • Set expectations and provide transparency throughout the ticket lifecycle
  • Represent Syclone’s values and commitment to service excellence in all interactions

Required Experience & Skills

Education & Experience

Formal education is not required. Candidates should possess equivalent professional experience, with a strong emphasis on demonstrated leadership experience managing and developing technical or service delivery teams in an SLA‑driven environment.
Certifications

Certifications are not required but are strongly preferred and demonstrate a commitment to IT service management best practices and professional development:
  • ITIL Foundation
  • ITIL Practitioner
  • HDI Team Lead
  • HDI Support Center Analyst
  • Microsoft Certified: IT Service Management
Skills

  • Proven leadership and people management skills, with the ability to coach, mentor, and hold team members accountable
  • Strong understanding of service delivery in an SLA‑driven environment
  • Excellent organizational, prioritization, and time‑management skills
  • Ability to balance strategic leadership responsibilities with operational oversight
  • Clear, professional communication skills with clients, technicians, and leadership
  • Strong decision‑making and problem‑solving abilities
  • Commitment to continuous improvement, process maturity, and service quality
  • Ability to lead through change and support team growth as the organization scales

Tools & Platforms

Experience with the following tools and platforms is strongly preferred:
  • Professional Services Automation (PSA) and ticketing systems
  • Remote Monitoring and Management (RMM) platforms
  • Remote access and support tools
  • Microsoft 365 and Active Directory administration
  • Basic networking, firewall, and infrastructure concepts
  • Backup, disaster recovery, and business continuity solutions
  • Endpoint security and cybersecurity best‑practice tools
  • Documentation systems and internal knowledge bases
Physical Demands

This role is primarily office‑based and requires extended periods of working at a computer and communicating via phone or video conferencing. Occasional lifting or movement of light IT equipment (up to 25 pounds) may be required. Periodic onsite visits to client locations may involve standing, walking, or working in varied environments. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Work Schedule Expectations

  • Standard full-time schedule: Monday through Friday, 8:00 AM to 5:00 PM.
  • Flexibility required for early morning, evening, or weekend shifts based on operational needs.
  • Participation in after-hours escalation and on-call oversight as needed; this role is not intended to be a primary on-call technician.
  • Additional hours may be required during system outages, deployments, or peak service periods
Punctuality and consistent attendance are essential to meet service level agreements and ensure timely support for end users.
Travel Requirements

Limited travel may be required for professional development activities, including industry conferences, training events, or company meetings. Routine client site travel is not expected for this role, as the primary focus is leadership of help desk service delivery. Travel frequency is expected to be occasional and planned in advance.