Service Desk Manager
Alpharetta, GA · Hybrid
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.
Service Desk Manager
Alpharetta, GA · Hybrid
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.
Service Desk Manager
Alpharetta, GA · On-site
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 ...
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Service Desk Manager
Alpharetta, GA · On-site
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 ...
Softrim information
What are the key skills and qualifications needed to thrive as a Softrim IT Solutions Specialist, and why are they important?
To thrive as an IT Solutions Specialist at Softrim, you need a strong background in information technology, networking, and systems administration, often supported by relevant degrees or certifications like CompTIA, Cisco, or Microsoft. Proficiency with IT infrastructure, cloud platforms, security tools, and enterprise software is typically required. Excellent problem-solving abilities, communication skills, and customer service orientation help professionals excel in client-facing and team environments. These skills ensure reliable technical support, effective project implementation, and high client satisfaction in a technology-driven role.
What are Softrim jobs?
Softrim is a company that specializes in technology solutions for the real estate and multifamily housing industries, offering services such as structured cabling, managed IT, security systems, and smart home automation. Jobs at Softrim can include roles in IT support, network engineering, project management, installation technicians, and sales. Employees often work on deploying and maintaining technology infrastructure in residential and commercial buildings. Working at Softrim may require technical expertise, customer service skills, and the ability to work in fast-paced environments. The company is known for its focus on innovation and providing customized tech solutions to clients.
What is the difference between Softrim vs Upholstery Technician?
| Aspect | Softrim | Upholstery Technician |
|---|---|---|
| Credentials | Certifications in automotive or marine upholstery, training in fabric and leather work | Similar certifications, often with additional focus on furniture upholstery |
| Work Environment | Automotive, marine, or aircraft interiors | Furniture, residential, commercial spaces |
| Industry Usage | Auto manufacturers, boat builders, aircraft companies | Furniture stores, interior design firms, custom upholsterers |
| Common Search/Comparison | Yes | Yes |
Both Softrim and Upholstery Technicians work with fabric and leather, but Softrim specializes in automotive, marine, and aircraft interiors, requiring specific industry certifications. Upholstery Technicians typically focus on furniture and residential projects, with overlapping skills but different work environments.
What are some common challenges faced by IT professionals at Softrim, and how are they typically addressed within the company?
IT professionals at Softrim often encounter challenges related to managing multiple client projects simultaneously and staying current with rapidly evolving technologies in the real estate and property management sectors. The company addresses these challenges by fostering a collaborative team environment, providing ongoing training opportunities, and encouraging open communication with both clients and colleagues. Regular team meetings and access to industry resources also help employees stay organized and proactive in problem-solving, ensuring high-quality service delivery.
What are popular job titles related to Softrim jobs in Decatur, GA? For Softrim jobs in Decatur, GA, the most frequently searched job titles are:
What cities near Decatur, GA are hiring for Softrim jobs? Cities near Decatur, GA with the most Softrim job openings:
Job description
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
- Bachelor's 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.
About Softrim
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