IT Service Desk Manager

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 Endpoints5+ years' experience utilizing a ticketing system3+ 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.

Created: 2026-05-16