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Service Desk Manager Jobs in Georgia (NOW HIRING)

Softrim LLC

Service Desk Manager

Alpharetta, GA · On-site

The Service Desk Manager is responsible for leading the daily operations of the IT Service Desk, ensuring high-quality technical support and customer service across the organization. This role ...

Softrim

Service Desk Manager

Alpharetta, GA · Hybrid

The Service Desk Manager is responsible for leading the daily operations of the IT Service Desk, ensuring high-quality technical support and customer service across the organization. This role ...

DMI

Mid-Level Service Desk Manager

Atlanta, GA

$90K - $112K/yr

Learn more at www.dminc.com About the Opportunity DMI, LLC is seeking a Mid Service Desk Manager to join us. Duties and Responsibilities: * Oversee deskside support operations at the Customer Support ...

DMI

Mid-Level Service Desk Manager

Atlanta, GA · On-site

$90K/yr

Learn more at www.dminc.com About the Opportunity DMI, LLC is seeking a Mid Service Desk Manager to join us. Duties and Responsibilities: * Oversee deskside support operations at the Customer Support ...

DMI

Mid-Level Service Desk Manager

Atlanta, GA · On-site

Learn more at www.dminc.com DMI, LLC is seeking a Mid Service Desk Manager to join us. Duties and Responsibilities: * Oversee deskside support operations at the Customer Support Center (CSC ...

ADP - RNOOID0028417437

Front Desk Manager

Duluth, GA · On-site

$17 - $19/hr

The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring exceptional customer service, and managing administrative tasks to maintain a smooth workflow.

ADP - RNOOID0028417437

Front Desk Manager

Duluth, GA · On-site

$17 - $19/hr

The Front Desk Manager is responsible for overseeing the daily operations of the front desk, ensuring exceptional customer service, and managing administrative tasks to maintain a smooth workflow.

The Edh

Service Desk Specialist

Atlanta, GA · On-site

Service Desk Specialist I who will provide 24/7 Tier 1, Service Desk support for creating tickets ... Track all assigned work and trouble tickets in workflow using the Remedy IT Service Management ...

The EDH

Service Desk Specialist

Atlanta, GA

Service Desk Specialist I who will provide 24/7 Tier 1, Service Desk support for creating tickets ... Track all assigned work and trouble tickets in workflow using the Remedy IT Service Management ...

nLeague

Service Desk Integration Liaison

Atlanta, GA · On-site

Job Id: 65791 Service Desk Integration Liaison Location: On-site, 130 Trinity Ave SW 1st Floor ... Working knowledge of IT Service Management (ITSM) frameworks such as ITIL. * Experience with ...

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Service Desk Manager information

See Georgia salary details

$30.8K

$79.8K

$132.6K

How much do service desk manager jobs pay per year?

As of Jul 28, 2026, the average yearly pay for service desk manager in Georgia is $79,810.00, according to ZipRecruiter salary data. Most workers in this role earn between $60,000.00 and $95,000.00 per year, depending on experience, location, and employer.

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

To thrive as a Service Desk Manager, you need strong IT knowledge, experience in service management, and often a relevant degree or ITIL certification. Familiarity with ticketing systems such as ServiceNow or Jira, as well as reporting and analytics tools, is typically required. Excellent leadership, problem-solving, and communication skills set standout managers apart, enabling them to lead teams effectively and resolve conflicts. These competencies ensure efficient service delivery, high customer satisfaction, and continuous improvement in IT support environments.

What is the difference between Service Desk Manager vs Help Desk Supervisor?

AspectService Desk ManagerHelp Desk Supervisor
ResponsibilitiesOversees entire service desk operations, manages teams, develops policies, and ensures service quality.Supervises help desk staff, handles escalations, and ensures ticket resolution efficiency.
Required CredentialsTypically requires ITIL certification, relevant IT experience, and leadership skills.Often requires help desk experience, customer service skills, and basic IT certifications.
Work EnvironmentLeads a team in a corporate IT setting, focusing on strategic improvements.Manages daily help desk activities, often in a support center environment.

The main difference is that a Service Desk Manager has broader strategic and managerial responsibilities, overseeing the entire service desk operation, while a Help Desk Supervisor focuses on daily team supervision and ticket resolution. Both roles require IT knowledge and customer service skills, but the Service Desk Manager typically holds a higher level of responsibility and leadership.

What are the most common challenges faced by a Service Desk Manager, and how can they be effectively addressed?

Service Desk Managers often encounter challenges such as balancing high ticket volumes, ensuring timely resolution of issues, and managing team performance under pressure. Effective strategies include implementing clear processes for ticket prioritization, regularly training staff on both technical and customer service skills, and utilizing performance metrics to identify areas for improvement. Additionally, fostering open communication and collaboration within the team helps address issues promptly and maintain a positive work environment.

What is a Service Desk Manager?

A Service Desk Manager is a professional responsible for overseeing the daily operations of an organization’s IT service desk. They lead a team that provides technical support to users, ensuring that incidents and service requests are resolved efficiently. The Service Desk Manager also implements processes and best practices to improve customer satisfaction, manages staff performance, and coordinates with other IT departments to resolve complex issues. Their ultimate goal is to ensure smooth IT service delivery and support across the organization.
What are the most commonly searched types of Service Desk jobs in Georgia? The most popular types of Service Desk jobs in Georgia are:
What are popular job titles related to Service Desk Manager jobs in Georgia? For Service Desk Manager jobs in Georgia, the most frequently searched job titles are:
What job categories do people searching Service Desk Manager jobs in Georgia look for? The top searched job categories for Service Desk Manager jobs in Georgia are:
What cities in Georgia are hiring for Service Desk Manager jobs? Cities in Georgia with the most Service Desk Manager job openings:
Service Desk Manager jobs near you
Infographic showing various Service Desk Manager job openings in Georgia as of July 2026, with employment types broken down into 79% Full Time, 19% Part Time, 1% Temporary, and 1% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $79,810 per year, or $38.4 per hour.
Service Desk Manager

Service Desk Manager

Softrim LLC

Alpharetta, GA • On-site

Other

Posted 19 days ago

Job description

Salary:

Position Summary:


The Service Desk Manager is responsible for leading the daily operations of the IT Service Desk, ensuring high-quality technical support and customer service across the organization. This role oversees a team of service desk analysts, manages incident and request workflows, improves support processes, and ensures alignment with ITIL best practices and business objectives.


Key Responsibilities:


Operational Leadership


  • Manage day-to-day Service Desk operations, ensuring timely resolution of incidents and service requests.
  • Monitor ticket queues, assign priorities, and ensure SLA compliance.
  • Develop, track, and report on service desk performance metrics (e.g., FCR, SLA adherence, customer satisfaction).
  • Implement and optimize ITIL-aligned service management processes.


Team Management


  • Lead, mentor, and coach service desk analysts to maintain high performance and engagement.
  • Conduct regular performance reviews and facilitate ongoing training and skills development.
  • Manage staffing schedules and workload distribution.


Customer & Stakeholder Engagement


  • Serve as the primary escalation point for service issues.
  • Maintain strong communication with business units to understand support needs and identify improvement opportunities.
  • Ensure a customer-centric culture within the service desk team.


Process, Tools & Continuous Improvement


  • Maintain and enhance the knowledge base and documentation.
  • Identify recurring issues and work with technical teams to resolve root causes.
  • Drive automation and improvements in tools, workflows, and service delivery.
  • Support implementation and optimization of ITSM platforms (e.g., ConnectWise Automate, ConnectWise Manage, Auvik, Jira, ConnectSecure, etc.).


Governance & Compliance


  • Ensure adherence to security, compliance, and organizational policies.
  • Participate in audits and produce required reporting.
  • Contribute to IT disaster recovery and business continuity plans.


Job Requirements:


Education & Experience


  • Bachelors degree in Information Technology, Computer Science, Business, or related field (or equivalent experience).
  • 2+ years of experience in a service desk, IT support, or technical operations environment.
  • 3+ years of experience in a supervisory or management role within an enterprise IT support environment.


Technical Skills


  • Strong understanding of ITIL framework; ITIL Foundation certification preferred.
  • Experience with ITSM tools such as ConnectWise Automate, ConnectWise Manage, Jira, ConnectSecure, Auvik, or similar.
  • Solid knowledge of Windows/Mac operating systems, networking basics, hardware/software support, and enterprise applications.
  • Familiarity with Active Directory, MS365 administration, mobile device management, and remote support tools.


Leadership & Soft Skills


  • Excellent customer service and communication skills.
  • Strong analytical, problem-solving, and decision-making abilities.
  • Proven ability to manage and motivate a technical support team.
  • Ability to work under pressure and manage multiple priorities.
  • Strong project management and organizational skills.


Preferred Qualifications


  • ITIL or ITSM certifications.
  • Experience in change management and continuous improvement methodologies.
  • Background supporting hybrid/cloud environments (Azure, AWS, Entra, Citrix, etc.).
  • Experience in high-availability or enterprise-scale organizations; Fortune 1000.