IT Support Manager

Position Title: IT Support Manager Description Job Overview We are looking for anIT Support Manager who loves solving problems and is passionate about building a reliable, secure, and delightful enduser technology experience. You will lead the onsite IT Support team in Atlanta and Duluth, reporting to the Senior IT Support Manager, and aligning with global processes, tools, and service standards. Working closely with IT Engineering, Network, Business Systems, HR, BI, and business leaders, you will raise the bar on IT service delivery, modern endpoint management, support for AI productivity tools, and support automation that powers AGS growth. You have a proven track record building high performing local support teamsdelivering responsive, high-quality service to onsite users while adhering to companywide standards and processes. Responsibilities Exercise discretion and independent judgment with respect to matters of significance. Lead the local team: coach, mentor, and performancemanage IT Support technicians in Atlanta and Duluth; set goals, run playbooks, and foster a one team culture with global peers. Run worldclass Service Desk & Desktop Support: standardize intake, triage, and escalation using Jira Service Management, enforce SLAs/SLOs, and publish service health metrics. Crossplatform support: ensure robust support for Windows and macOS environments, including device enrollment, patching, and security baselines. Security partnership: collaborate with SecOps on EDR/XDR alerting, phishing response, and incident runbooks; champion leastprivilege and device hardening. Onboarding/offboarding excellence: coown HRintegrated workflows (birthright access, license mirroring, firstday readiness); ensure timely, complete offboarding. AI tools enablement: support end users on approved AI productivity tools(e.g., Microsoft 365 Copilot and AI assistants); manage access, licensing, and enablement; deliver user training and troubleshooting; and champion responsible, policycompliant AI use. Asset & license stewardship: keep accurate inventories with Ivanti ITAM and related tooling; reconcile licenses, optimize spend, and support audits. Change & tool migrations: support rollouts and transitions (e.g., collaboration tools, AI tool deployments, domain/email changes, filesharing standards) with minimal disruption. Vendor management & budget discipline: obtain quotes, assist with renewals, and document ROI for local IT support tools and services. Communications & events: publish clear updates for facility notifications, Town Halls, maintenance windows, and executive briefings. Continuous improvement: identify bottlenecks, automate routine tasks (PowerShell, workflow automation), and drive shiftleft knowledge and selfservice. Skills/Requirements Bachelors degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience). 5+ years of professional IT Support experience with 2+ years leading or supervising an IT support team (team lead or supervisor experience considered). Handson leadership with Microsoft 365, Intune, SCCM, Entra ID/Azure AD, Windows 10/11, macOS, and Jira Service Management(workflows, SLAs, automations, reporting). Familiarity supporting and administering AI productivity tools(e.g., Microsoft 365 Copilot, AI chat assistants) in an enterprise environment, including licensing, access management, and enduser enablement. Skilled in operating, testing, and improving support processes; strong problemsolving and rootcause analysis skills. Securityminded, with experience partnering on EDR/XDR, phishing/malware response, and secure remote access (e.g., Meraki, GlobalProtect). A passion to help your team members and to work with them for the greater good; excellent communication and stakeholder management. Be selfmotivated and proactive to get stuff done; comfortable with iteration and change to create and design great things. Preferred Experience with Ivanti ITAM, BeyondTrust Remote Support, Verkada, Exclaimer, PowerShell scripting, and Software Center; ITIL certification. Experience deploying AIdriven selfservice tools (e.g., virtual agents, automated ticket triage, knowledge bots) to reduce ticket volume and improve user experience Note: All offers are contingent upon successful completion of a background check AGS is an equal opportunity employer Equal Opportunity Employer, including disability/protected veterans PI286737936 #J-18808-Ljbffr