IT Service Desk Manager jobs in United States
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Franklin Fitch ยท 3 days ago

IT Service Desk Manager

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

Franklin Fitch is a highly respected professional services organization in Atlanta seeking an End User Experience Supervisor to lead and transform its IT Service Desk function. This hands-on leadership role involves owning the ServiceNow platform, driving automation, and partnering with senior stakeholders to enhance the end user experience.

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Responsibilities

Own and administer the ServiceNow platform, including workflows, automations, dashboards, reporting, and integrations
Lead IT Service Desk operations and guide the internal evolution of service delivery
Design ITSM processes aligned with ITIL best practices and business priorities
Define, monitor, and improve SLAs, OLAs, and service performance metrics
Drive continuous improvement using data, trend analysis, and user feedback
Lead AI-driven chatbot and self-service initiatives to improve resolution speed and user satisfaction
Manage, coach, and develop a distributed Service Desk team in a fast-paced professional environment
Collaborate across infrastructure, applications, security, and leadership teams to align technology with business needs

Qualification

ServiceNowITIL processesAI chatbot toolsProfessional services experienceTeam leadershipCommunication skills

Required

5+ years of IT Service Management experience with strong hands-on ServiceNow administration and development
Proven experience leading or supervising a Service Desk or End User Support team
Deep understanding of ITIL processes (Incident, Request, Change, Problem, Knowledge)
Experience with AI chatbot tools (ServiceNow Virtual Agent, Microsoft Copilot, or similar)
Strong reporting, analytics, and KPI-driven mindset
Excellent communication skills and ability to influence stakeholders at all levels

Preferred

Experience in professional services or legal environments is a strong plus

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

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Cardiff office move for recruitment firm
2023-12-25
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