Manager of Service Desk & PC Support

Job Description

Job Description

Manager of Service Desk & PC Support

Location: Glynco, GA

Work Arrangement: Hybrid (2+ days onsite weekly; additional onsite support during surge periods)

Salary: $85,000 – $95,000 (Based on experience and technical interview)

Citizenship: U.S. Citizen Required

Clearance: Not Required

Position Overview

We are seeking an experienced and highly customer-focused Manager of Service Desk & PC Support to lead enterprise desktop support and service desk operations within a fast-paced, mission-driven environment.

This role is ideal for a leader who thrives on:

• Building high-performing technical support teams
• Driving exceptional end-user experiences
• Improving operational efficiency and service delivery
• Managing escalations, SLAs, and customer satisfaction
• Developing service desk processes aligned with ITIL best practices

You will serve as the operational leader responsible for ensuring frontline IT support services consistently meet and exceed organizational expectations.

The Manager of Service Desk & PC Support will oversee daily operations for:

• Desktop support technicians
• Service desk analysts
• End-user support operations

This position works closely with:

• Business units
• IT leadership
• Vendors
• Infrastructure and cybersecurity teams...to ensure enterprise users receive responsive, effective, and professional technical support.

The ideal candidate combines:

• Strong leadership skills
• Operational discipline
• IT service management expertise
• Excellent customer engagement capabilities
• Hands-on technical support knowledge

Required Qualifications

Education

• Bachelor's degree in:
• Information Technology
• Information Science
• Related technical field (Equivalent experience may be considered)

Experience

• 5+ years of experience leading technical support or service desk teams
• Proven leadership experience focused on:
• Coaching
• Mentoring
• Team development
• Experience managing enterprise end-user support environments

Technical & Operational Expertise

• Strong understanding of:
• IT service management operations
• SLA management
• KPI reporting
• Escalation management
• End-user support operations
• Experience with service management platforms such as:
• ServiceNow
• Ivanti
• Jira Service Management
• Freshservice

ITIL & Service Management

• Strong understanding of ITIL practices
• ITIL Certification preferred

Communication & Leadership

• Excellent interpersonal and communication skills
• Ability to interact effectively with:
• Technical teams
• Executive leadership
• End users
• Vendors
• Strong customer service and change management mindset

Preferred Qualifications

• ITIL Certification
• Experience in highly regulated or operational environments
• Experience supporting enterprise-scale desktop and service desk operations
• Experience managing hybrid support teams

What You'll Be Doing

Team Leadership & Operational Management

• Lead and mentor:
• PC Support Technicians
• Service Desk staff
• Balance workloads and ensure proper shift coverage
• Coach and develop technical staff through training and performance management
• Identify skill gaps and implement improvement plans

Service Delivery & SLA Management

• Monitor and manage:
• Service Level Agreements (SLAs)
• Customer satisfaction
• Ticket resolution quality
• Escalation response times
• Serve as the primary escalation point for high-priority or complex issues
• Ensure support operations consistently meet or exceed defined performance metrics

Reporting & Process Improvement

• Develop and deliver KPI and trend reporting to IT leadership
• Analyze support metrics and operational trends to identify improvement opportunities
• Recommend and implement new standards and operational efficiencies
• Drive continuous service improvement initiatives

Compliance, Standards & Asset Management

• Ensure compliance with:
• Organizational policies
• Security standards
• Audit requirements
• Oversee procurement and decommissioning standards for end-user devices
• Maintain operational consistency through documented procedures and standards

Documentation & Knowledge Management

• Create and maintain:
• Troubleshooting guides
• SOPs
• Training documentation
• Customer self-help resources
• Develop customer training guidance and support materials

Vendor & Stakeholder Management

• Manage vendor relationships supporting daily operations
• Partner with business units and IT leadership to align support services with organizational needs
• Advise leadership on customer support risks, escalations, and operational concerns

Core Competencies

• Customer-first leadership
• Service delivery excellence
• Escalation management
• Team coaching and mentoring
• Operational accountability
• Process improvement mindset
• Strategic thinking and execution

What Will NOT Be a Fit

• Hands-off managers without operational leadership experience
• Candidates lacking service desk leadership background
• Technical leads without people management experience
• Managers unfamiliar with SLA/KPI-driven environments

What Success Looks Like

• High-performing support teams
• Improved customer satisfaction scores
• SLA targets consistently achieved or exceeded
• Reduced ticket escalation volume
• Improved operational efficiency and documentation quality
• Strong partnership between IT and business units

Summary

This is an opportunity to lead a highly visible enterprise IT support function in a mission-focused environment where customer experience and operational excellence are critical.

We are seeking a leader who can:

• Build strong support teams
• Improve service delivery
• Drive accountability
• Lead through operational challenges
• Deliver exceptional end-user support experiences

...while ensuring the organization's IT support services remain responsive, scalable, and effective.

Benefits Overview (W-2 Employees)

• Medical, dental, and vision insurance
• Life insurance
• Short- and long-term disability
• 401(k) with company match
• Paid time off and holidays
• Tuition reimbursement
• Professional development and training
• Employee wellness programs
• Commuter benefits

Equal Employment Opportunity (EEO)

Fathom Management, Inc. is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. All employment decisions are made without regard to any protected characteristic under applicable law.