Franklin Fitch ยท 7 hours ago
Service Desk Manager
Atlanta, GA
Full-time
Hybrid
Mid, Senior Level
$90K/yr - $120K/yrFranklin Fitch is a leading law firm seeking an experienced Service Desk Manager to lead and develop its IT support function. This role involves shaping a high-performing service desk and ensuring IT services are delivered efficiently while acting as a bridge between technology teams and the wider business.
Big DataProfessional NetworkingRecruitingStaffing Agency
Responsibilities
Lead, mentor, and develop the Service Desk team, fostering a strong culture of collaboration, accountability, and continuous improvement
Own day-to-day Service Desk operations, ensuring incidents, requests, and problems are managed in line with agreed SLAs and service expectations
Play a central role in the implementation and ongoing configuration of ServiceNow , embedding ITIL-aligned processes across incident, request, problem, and change management
Define and refine service desk processes, workflows, and knowledge management to improve user experience and operational efficiency
Act as an escalation point for complex or high-impact incidents, ensuring timely resolution and clear communication with stakeholders
Partner closely with infrastructure, applications, and security teams to ensure seamless end-to-end service delivery
Build strong relationships with legal and business services teams, understanding their needs and translating them into effective support solutions
Use service metrics and reporting to identify trends, drive performance improvements, and demonstrate service value to senior stakeholders
Support service transition for new systems and enhancements, ensuring the service desk is prepared through training and documentation
Qualification
Required
Proven experience managing or leading a Service Desk or IT Support function, ideally within a professional services or regulated environment
Strong people leadership skills, with a clear passion for team-building, coaching, and developing talent
Experience implementing or significantly enhancing ServiceNow within an enterprise environment
Solid understanding of ITIL practices and service management principles
Ability to communicate confidently with stakeholders at all levels, including senior legal and business leaders
Experience working in environments where discretion, service quality, and reliability are critical
Hands-on experience with ServiceNow modules such as Incident, Request, Problem, Change, and Knowledge Management
Strong understanding of service desk tooling, ticket workflows, and SLA management
Experience producing and interpreting service metrics, dashboards, and reports
Familiarity with ITIL-aligned processes and continual service improvement practices
Ability to balance operational delivery with strategic improvement initiatives
Company
Franklin Fitch
Franklin Fitch provides recruitment for networking infrastructure, server infrastructure, big data, project management and cyber security.
Founded in 2011
51-200 employees
Funding
Current Stage
Growth StageRecent News
Insider Media
2023-12-25
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