Franklin Fitch ยท 11 hours ago
Information Technology Service Desk Manager
Atlanta Metro
Full-time
Onsite
Senior Level
$100K/yr - $120K/yr
5+ years expFranklin Fitch is a respected professional services organization in Atlanta seeking an Information Technology Service Desk Manager to lead and evolve its IT Service Desk. This hands-on leadership role involves managing the ServiceNow platform and focusing on improving technology support through automation, AI, and service excellence.
Big DataProfessional NetworkingRecruitingStaffing Agency
Hiring Manager
Jessica Johnson-Marjanovic
Responsibilities
Own and manage ServiceNow end to end, including workflows, automation, reporting, and integrations
Lead IT Service Desk operations and drive improvements to service delivery
Build and refine ITSM processes aligned with ITIL best practices
Monitor and improve SLAs, OLAs, and service performance metrics
Use data and feedback to drive continuous improvement
Lead self-service and AI chatbot initiatives to improve resolution times
Manage and develop a distributed Service Desk team
Partner with IT and business leaders to align services with business needs
Qualification
Required
5+ years of IT Service Management experience with strong hands-on ServiceNow expertise
Experience leading a Service Desk or End User Support team
Solid understanding of ITIL processes
Experience with AI chatbot tools (ServiceNow Virtual Agent, Copilot, or similar)
Strong communication and stakeholder management skills
Company
Franklin Fitch
Franklin Fitch provides recruitment for networking infrastructure, server infrastructure, big data, project management and cyber security.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Insider Media
2023-12-25
Company data provided by crunchbase