Service Desk Manager / Helpdesk Manager (On Site)

TekStream Solutions has an immediate need for an IT Service Desk Manager in Atlanta, GA. This is an on site, full-time opportunity (Monday-Friday, 8:30 am -5:00 pm in Atlanta, GA - College Park Area). The IT Desktop Support Manager will provide Operational Oversight over a team of On Site Service Desk Associates at the client site.

Key Responsibilities:

• Provide Operational Oversight, ensuring daily operations of the support team run smoothly at the client site.
• Monitor agent performance, SLA adherence, and service quality.
• Serve as the point of escalation for high priority incidents.
• Provide onsite training, supervision, coaching, and support to MSP support agents.
• Manage shift schedules and timekeeping.
• Conduct regular performance check-ins with Technical Analysts.
• Act as a liaison between the MSP and the client.
• Communicate updates, outages, and service disruptions clearly and promptly.
• Represent the MSP in meetings and status updates with the client.
• Track and report on team KPIs (ticket volume, resolution time, etc.).
• Identify trends and make recommendations for improvement.
• Prepare and present operational reports to leadership.
• Enforce adherence to SOPs and best practices.
• Implement continuous improvement of service delivery.
• Provide technical oversight and guidance on standard tools, systems, and troubleshooting techniques.
• Support the team in resolving complex issues.
• Ensure all support activities are appropriately documented in the ticketing system.
• Ensure compliance with client security policies and access controls.
• Monitor equipment usage and data handling in alignment with standards.

Qualifications:

• 8+ years' experience technology support in a large-scale enterprise environment, preferably in person.
• 5+ years' experience supporting Mac and Windows Endpoints
• 5+ years' experience utilizing a ticketing system
• 3+ years experience providing leadership, supervision, and management over a team of in-person IT Service Desk agents.
• Experience with Managed Service Providers (MSPs) with an understanding of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Excellent Communication Skills.
• Excellent Managerial Skills.
• Excellent Technical Skills in supporting both Mac and Windows environments and laptop/mobile device configuration.
• Certification(s) preferred: Apple Certified Support Professional, Microsoft Security, Compliance, and Identity Fundamentals, CompTIA A+ Certification.