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Employment Type:
Full time
Job Category:
Customer Service
Help Desk Manager
(This job is no longer available)
Synergis | Norcross, GA
Grad Date

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Job Description

Manager, Customer Support


Currently Norcross - relocating office near new Brave's stadium


Job Summary:

The IT Service Desk (ITSD) Manager is responsible for the management of daily operations of the IT Service Desk Team. The ITSD Manager must have the ability to manage multiple high-priority initiatives while also addressing day-to-day technical support needs of all corporate users. The ITSD Manager must possess leadership skills to create and sustain an environment of teamwork, motivation and excellence. A high level of technical expertise and a customer service focus are required, as well as excellent written and verbal communication skills.

Key Results Expected (Essential Job Functions):

  • Manage ITSD Team and activities associated with daily identification, prioritization and resolution of reported IT issues.
  • Design and implement a process for handling incoming IT issues; ensure ITSD Team's professional, courteous and timely resolution to user issues.
  • Communicate with all levels of management; act as first point of contact for Directors, VPs and Executives.
  • Monitor all open, pending and escalated user tickets; ensure issues are assigned appropriately; manage volume of tickets; gauge response time to ensure timely resolution to issues and adjust processes accordingly if needed.
  • Analyze and track trends in user issues; identify problem areas; devise and deliver solutions to enhance quality of service and prevention of future issues.
  • Allocate and direct all ITSD projects and initiatives assigned by IT Leadership in a proactive and organized manner.
  • Manage and oversee all hardware and software installations; maintain extensive user and technical knowledge of all software applications; responsible for the development, maintenance and integrity of ITSD software.
  • Coordinate new location openings and existing location moves. Proactively work with external vendors to manage the roll-out of phone systems, multi-purpose printers, computer hardware, software and mobile accounts.
  • Ensure appropriate staffing of department during regular and on-call hours. Serve as main point of contact for ITSD in the event of a company-wide problem; assist with communication to management during such an event.
  • Plan and direct a system of feedback and evaluation of ITSD services to determine user satisfaction.
  • Design and architect a Service Level Agreement (SLA) for the corporate IT Service Desk.
  • Identify, recommend, design and implement training programs to support users.
  • Conduct hiring process for department, performance evaluations for ITSD staff, administer disciplinary action, coaching procedures and promotions within company guidelines.
  • Coordinate and report all IT high priority user outages in a timely manner.

Minimum Requirements

  • Bachelor's Degree or equivalent plus a minimum of 4-6 years of management experience in a shared services environment.
  • Excellent communications skills; Ability to communicate appropriately with all levels of employees.
  • Ability to influence others through change management.
  • Ability to multi-task and prioritize multiple issues at one time.
  • Ability to thrive in a team-oriented, fast paced environment.
  • Organization skills with attention to detail.
  • Critical thinking and problem solving skills.
  • Exemplary customer service focus, both in-person, in writing, and via telephone.
  • Proficient with Microsoft Office software package.
  • Self-starter who can work independently and collaboratively.
  • Ability to administer or have familiarity with Quest Kace, and/or Solarwinds, and/or ServiceNow help desk service tools.

Physical Requirements:

  • Must be able to perform movements that regularly require repetitive use of the wrist(s), hand(s) and or finger(s) approximately 80-90% of the workday.
  • Finger dexterity to perform typing, picking up small objects, etc. approximately 80-90% of workday.
  • Must be able to verbally communicate instructions or other information as required approximately 80-90% of workday.
  • Must have adequate visual abilities to prepare, inspect documents or operate office machinery approximately 100% of workday.
  • Must be able to exert physical strength and occasionally lift up to 25 pounds and/or frequently up to 15 pounds.
  • Must be able to hear average or normal tone conversations and understand/interpret noises or spoken information.
  • Must be able to bend, turn/twist, kneel, squat 30-40% of each workday.
  • Must be able to travel throughout the country in support of customer service delivery needs.

For immediate consideration, please send resume to (see below)


Applicants must be eligible to work in the specified location

About Synergis

Synergis' programming team develops solutions that help integrate applications, reduce repetitive or time consuming tasks by understanding the unique challenges of leveraging technology to your advantage. Are you looking to improve your design time? Or reduce design errors and revisions? Or gain a competitive edge? How about eliminating redundant, value diminishing work processes? If you answered yes to any of these questions, then why not let Synergis Technologies develop a solution to automate your sales or drawing creation. Our experts understand that each design environment is unique and sometimes requires more than an "out-of-the-box" solution. Therefore our programming services are designed to leverage your existing software tools, and streamline your work processes. Synergis Technologies' process automation experts have a proven track record for developing solutions that provide the following results: Lower labor costs by improving efficiency Provide faster delivery of proposals and detailed drawings Reduce errors and revisions in documentation and drawings Increase production capacity without increased labor force Leverage existing software and technologies Retain and document product knowledge Eliminate duplicate data entry by integrating multiple software packages To speak to our process automation experts, please call 800-836-5440.