IT Operations Support Lead
OneDigital
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • United States
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Job Level
Tech Stack
About the role
- Oversee day-to-day IT Service Desk operations and ensure consistent, high-quality service delivery.
- Manage Tier 1 support experience and serve as the primary point of contact between IT and the business.
- Drive effective Incident and Service Requests, ensuring timely resolution and controlled escalation.
- Partner with internal stakeholders, offshore service providers, and technical teams to maintain service stability.
- Lead daily service desk operations, including ticket flow, workload balancing, escalations, and queue health.
- Ensure consistent service delivery and communication across onshore and offshore support teams.
- Supervise endpoint support, including installation, configuration, troubleshooting, and maintenance.
- Maintain desktop standards, images, configuration baselines, and technical documentation.
- Manage asset inventory and enforce hardware and software lifecycle processes.
- Own Request, Incident, and Problem Management using TeamDynamix.
- Drive self-service and shift-left initiatives through knowledge management and automation.
- Define, track, and enforce SLAs, including response and resolution targets.
Requirements
- Strong technical background in Windows OS, Office 365, Active Directory, networking basics, VPN, endpoint imaging, and device support.
- Proven leadership experience in IT support or service desk environments.
- Excellent communication, customer service, and problem‑solving skills.
- Ability to operate effectively in a fast-paced environment with competing priorities.
- Strong organizational skills with exceptional attention to detail.
- Experience working with offshore support teams or global BPO providers.
- Deep understanding of SLA frameworks, KPI management, and performance analysis.
- Experience with ITSM platforms (TeamDynamix preferred; ServiceNow acceptable).
- Familiarity with remote support tools and endpoint management technologies.
- Scripting or automation experience (PowerShell is a plus).
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Benefits
- Health, wellbeing, retirement, and other financial benefits
- Paid time off
- Overtime pay for non-exempt employees
- Robust learning and development programs
- Reimbursement of job-related expenses
- Employee perks and discounts
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Windows OSOffice 365Active Directorynetworking basicsVPNendpoint imagingdevice supportscriptingautomationTeamDynamix
Soft Skills
leadershipcommunicationcustomer serviceproblem-solvingorganizational skillsattention to detailability to operate in fast-paced environmentability to manage competing priorities
Certifications
Bachelor’s degree in Information TechnologyBachelor’s degree in Computer Science