Job Description
Job Overview
We are looking for an IT Support Manager who loves solving problems and is passionate about building a reliable, secure, and delightful end‑user technology experience.
You will lead the onsite IT Support team in Atlanta and Duluth, reporting to the Senior IT Support Manager, and aligning with global processes, tools, and service standards. Working closely with IT Engineering, Network, Business Systems, HR, BI, and business leaders, you will raise the bar on IT service delivery, modern endpoint management, support for AI productivity tools, and support automation that powers AGS's growth.
You have a proven track record building high performing local support teams-delivering responsive, high-quality service to onsite users while adhering to companywide standards and processes.
Responsibilities
- Exercise discretion and independent judgment with respect to matters of significance.
- Lead the local team: coach, mentor, and performance‑manage IT Support technicians in Atlanta and Duluth; set goals, run playbooks, and foster a "one team" culture with global peers.
- Run world‑class Service Desk & Desktop Support: standardize intake, triage, and escalation using Jira Service Management, enforce SLAs/SLOs, and publish service health metrics.
- Cross‑platform support: ensure robust support for Windows and macOS environments, including device enrollment, patching, and security baselines.
- Security partnership: collaborate with SecOps on EDR/XDR alerting, phishing response, and incident runbooks; champion least‑privilege and device hardening.
- Onboarding/offboarding excellence: co‑own HR‑integrated workflows (birthright access, license mirroring, first‑day readiness); ensure timely, complete offboarding.
- AI tools enablement: support end users on approved AI productivity tools (e.g., Microsoft 365 Copilot and AI assistants); manage access, licensing, and enablement; deliver user training and troubleshooting; and champion responsible, policy‑compliant AI use.
- Asset & license stewardship: keep accurate inventories with Ivanti ITAM and related tooling; reconcile licenses, optimize spend, and support audits.
- Change & tool migrations: support rollouts and transitions (e.g., collaboration tools, AI tool deployments, domain/email changes, file‑sharing standards) with minimal disruption.
- Vendor management & budget discipline: obtain quotes, assist with renewals, and document ROI for local IT support tools and services.
- Communications & events: publish clear updates for facility notifications, Town Halls, maintenance windows, and executive briefings.
- Continuous improvement: identify bottlenecks, automate routine tasks (PowerShell, workflow automation), and drive "shift‑left" knowledge and self‑service.
Skills/Requirements
- Bachelor's degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience).
- 5+ years of professional IT Support experience with 2+ years leading or supervising an IT support team (team lead or supervisor experience considered).
- Hands‑on leadership with Microsoft 365, Intune, SCCM, Entra ID/Azure AD, Windows 10/11, macOS, and Jira Service Management (workflows, SLAs, automations, reporting).
- Familiarity supporting and administering AI productivity tools (e.g., Microsoft 365 Copilot, AI chat assistants) in an enterprise environment, including licensing, access management, and end‑user enablement.
- Skilled in operating, testing, and improving support processes; strong problem‑solving and root‑cause analysis skills.
- Security‑minded, with experience partnering on EDR/XDR, phishing/malware response, and secure remote access (e.g., Meraki, GlobalProtect).
- A passion to help your team members and to work with them for the greater good; excellent communication and stakeholder management.
- Be self‑motivated and proactive to get stuff done; comfortable with iteration and change to create and design great things.
Preferred
- Experience with Ivanti ITAM, BeyondTrust Remote Support, Verkada, Exclaimer, PowerShell scripting, and Software Center; ITIL certification.
Experience deploying AI‑driven self‑service tools (e.g., virtual agents, automated ticket triage, knowledge bots) to reduce ticket volume and improve user experience
Note: All offers are contingent upon successful completion of a background check
- Posted positions are not open to third party recruiters and unsolicited resume submissions will be considered free referrals.
AGS is an equal opportunity employer