Information Technology Service Desk Manager jobs in United States
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Franklin Fitch ยท 13 hours ago

Information Technology Service Desk Manager

positionAtlanta, GA
timeFull-time
remoteOnsite
senioritySenior Level
money$100K/yr - $120K/yr
date5+ years exp

Franklin Fitch is seeking an Information Technology Service Desk Manager to lead IT Service Desk operations with a focus on ServiceNow, automation, and AI-driven support. The role involves enhancing service delivery, driving continuous improvement, and ensuring exceptional end-user experiences.

Big DataProfessional NetworkingRecruitingStaffing Agency
Hiring Manager
Dafydd Kevis
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Responsibilities

Own and administer the ServiceNow platform, including workflows, automation, dashboards, and reporting
Lead IT Service Desk operations and manage a distributed team of Service Desk Analysts and Technicians
Design and deploy AI chatbot and self-service solutions integrated with ServiceNow and Microsoft platforms
Define, monitor, and enforce SLAs and service performance metrics
Drive continuous improvement through trend analysis, root-cause reviews, and user feedback
Collaborate with infrastructure, application, security, and risk teams to ensure system integration and compliance
Maintain ITIL-aligned processes, documentation, runbooks, and knowledge articles
Ensure capacity planning and service readiness to support firm growth and projects

Qualification

ServiceNowIT Service ManagementITIL processesMicrosoft 365AI toolsStakeholder managementAnalytical mindsetLeadershipCommunication

Required

Bachelor's degree or equivalent experience
5+ years of IT Service Management experience
Strong ServiceNow administration and development experience
Experience with Microsoft 365, Teams, SharePoint, Active Directory, and end-user computing environments
Familiarity with ServiceNow Virtual Agent, Microsoft Copilot, or similar AI tools
Solid understanding of ITIL processes (Incident, Request, Change, Problem, Knowledge)
Proven leadership, communication, and stakeholder management skills
Strong analytical mindset with the ability to translate data into service improvements
Willingness to provide off-hours support as needed

Company

Franklin Fitch

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Franklin Fitch provides recruitment for networking infrastructure, server infrastructure, big data, project management and cyber security.
dateFounded in 2011
location
London, England, GBR
people-size51-200 employees
web-link
https://franklinfitch.com

Funding

Current Stage
Growth Stage

Recent News

Insider Media
Cardiff office move for recruitment firm
2023-12-25
Company data provided by crunchbase