IT Operations Support Lead- Hybrid (Atlanta, GA)

OneDigital•Atlanta, GA

19h•Hybrid

About The Position

We are seeking a highly motivated IT Support Lead to oversee day-to-day IT Service Desk operations and ensure consistent, high-quality service delivery. This role owns the Tier 1 support experience and serves as the primary point of contact between IT and the business, ensuring incidents and service requests are managed in accordance with ITIL practices. In environments where availability and user experience are critical, the IT Support Lead drives effective Incident and Service Requests, ensuring timely resolution and controlled escalation to Tier 2 and Tier 3 support teams. The role partners with internal stakeholders, offshore service providers, and technical teams to maintain service stability, meet service level commitments, and continuously improve service performance across the enterprise.

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).

Nice To Haves

ITIL® Foundation
CompTIA Security+, Network+, Security+
Microsoft MTA/MCSA
Advanced technical training or enterprise support experience is highly beneficial.

Responsibilities

Lead daily service desk operations, including ticket flow, workload balancing, escalations, and queue health.
Oversee Tier 1 support for incidents, service requests, and general IT inquiries.
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 .
Ensure accurate ticket categorization, prioritization, triage, escalation, and lifecycle management.
Lead problem management efforts, including root cause analysis and long-term remediation.
Drive self-service and shift-left initiatives through knowledge management and automation.
Define, track, and enforce SLAs, including response and resolution targets.
Lead Major Incident Management and operate the Command Center during critical events.
Partner with Infrastructure, Digital Workplace, Network, and Application teams to expedite resolution.
Use analytics to identify trends, reduce repeat incidents, and improve service quality.
Monitor customer satisfaction and key performance indicators, including FCR, MTTR, SLA attainment, and backlog health.
Produce operational dashboards, reports, and executive summaries.
Manage relationships with service providers, vendors, and cross-functional IT teams.
Communicate service changes, outages, and process updates to business stakeholders and leadership.