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Service Desk Manager
The Royak Group Inc. | Atlanta, Georgia
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Job Description


An Atlanta based financial services company, is seeking a Service Desk Manager to join their Enterprise Information Technology team. The company is seeking an experienced manager to lead the service desk, act as an escalation point for technicians, implement standard operating procedures, enhance the service desk software, and manage operating metrics for the group.


  • Provide leadership for service desk technicians as assigned.
  • Establish and document service desk processes, service level expectations, and operational metrics.
  • Define, communicate, and manage to employee performance expectations.
  • Ensure service desk coverage for core service desk hours.
  • Act as an escalation point and resolve issues as appropriate.
  • Report service desk operational metrics on a daily, weekly, and monthly basis.
  • Develop, prepare, and recommend IT budgets and staffing plans.
  • Manage purchase requests for IT related hardware, software, and peripherals.
  • Implement and manage an inventory management system and associated processes.
  • Identify and implement enhancements to the service desk ticketing system.
  • Manage shipping and receiving of IT packages.
  • Manage small projects (eg hardware refreshes, office buildouts, relocations, etc.)
  • Act independently while ensuring strong communication with peers, team members, and management.
  • Train and orient staff on use of company hardware and software.
  • Recommend and/or perform upgrades on systems as required.
  • Perform other projects or miscellaneous duties as requested or assigned.
  • Shift work may be required, potentially to include nights, weekends, and holidays.


  • Bachelor's degree
  • Minimum of 5 years of experience in a technical support role.
  • Minimum of 2 years in a management or team lead role.
  • Strong understanding of ITIL fundamentals.
  • Knowledge of problem and change management processes.
  • In-depth knowledge of Window's 7 and 10, desktop virtualization, and other popular software packages.
  • Thorough knowledge of current desktop, laptop, and mobile computing platforms.
  • Ability to work independently and responsibly.
  • Ability to work as a member of a team and to promote collaboration and communication.
  • Expert level troubleshooting and critical thinking skills.
  • Ability to provide consistent, excellent customer service to entire company staff, representing a variety of personalities and management levels.
  • Strong written and verbal communication skills.
  • Must be detail oriented and self-motivated.
  • Ability to perform in a dynamic environment with changing schedules and priorities.
  • Physical ability to lift 30-50lbs daily.
  • ITIL or other certifications are a plus.
  • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.
  • Strong written and verbal communication skills.
  • Must be detail oriented and self-motivated.
  • Ability to perform in a dynamic environment with changing schedules and priorities.
  • Ability to handle heavy volume of IT requests and incidents.


Applicants must be eligible to work in the specified location

About The Royak Group Inc.

The Royak Group is a consultancy and staffing company dedicated to the enhancement of business processes through effective automation, utilizing a business process focused engineering approach. The approach is implemented through a select core team including: Project Managers Process Analysts Business Analysts Objectives Understand the client's business needs and objectives Rapidly analyze the business to identify key enhancements that will meet those objectives Document and craft a cost effective solution using "Best Practice" analysis, design, and construction tools, methodologies, and techniques. Audit the results against current state and industry benchmarks We are proud to join forces with the nation's leading advocate of women-owned businesses with our recent WBENC certification. As a woman owned and operated firm, The Royak Group is focused on promoting our relations with current and future clients in supplier diversity. The Royak Group is also completing the necessary procedures for our ISO 9001 and Green certifications.

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