IT Support & Service Desk Manager

About Us:

Atlas Systems Inc. is a Software Solutions company headquartered in East Brunswick, NJ. Incorporated in 2003, Atlas provides comprehensive range of solutions in the area of GRC, Technology, Procurement, Healthcare Provider and Oracle to customers across the globe. Combining our unparalleled experience of over a decade in the software industry and global reach, we have grown with extensive capabilities across industry verticals.

For more information, please visit our website
https://www.atlassystems.com/

https://atlas.bamboohr.com/careers/519

Position Summary:

We are seeking a strategic and hands-on IT Support & Service Desk Manager to lead our IT support function and oversee client-facing delivery teams.

 This role is responsible for the stability and performance of all internal IT services, while also ensuring quality and SLA-driven delivery of end-user support for external clients. 

The ideal candidate brings a strong background in IT operations, service management, and team leadership across both enterprise and client environments.

Key Responsibilities:

• Lead and manage the IT Support function, ensuring availability, responsiveness, and reliability of systems and services for employees.


• Oversee all Service Desk operations supporting both internal users and external client environments.


• Manage client delivery teams providing IT support services; ensure delivery is aligned with contractual commitments, SLAs, and customer satisfaction goals.


• Implement and maintain ITIL-based service management processes (incident, request, problem, change, asset).


• Drive operational excellence by developing and tracking KPIs, SLAs, and CSAT metrics; produce regular performance and trend reports.


• Act as the escalation point for critical incidents impacting internal or client systems, lead root cause analysis and resolution plans.


• Manage the ITSM platform (e.g., ServiceNow, JIRA), including self-service portals, automation, and knowledge management.


• Develop and maintain comprehensive knowledge base and standard operating procedures for both internal and client support.


• Coordinate with infrastructure, cybersecurity, and application teams to ensure compliance, access control, and system integrity.


• Oversee IT onboarding/offboarding, endpoint management, procurement, and vendor contracts related to IT support services.


• Lead continuous service improvement initiatives to enhance efficiency, scalability, and quality of service delivery.


• Collaborate with Account Management and Client Success teams to support client engagement and renewals.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or related field. ITIL Foundation (or higher) and relevant certifications preferred.


• 8+ years of IT operations and support experience, with 4+ years in a leadership role overseeing both internal IT and client service delivery.


• Proven experience managing multi-tier support teams and distributed client environments.


• Strong understanding of ITSM tools and frameworks (e.g., ITIL, HDI).


• Ability to lead teams through change and scale operations to meet business growth.


• Experience supporting hybrid work environments, SaaS platforms, cloud infrastructure (e.g., Microsoft 365, Azure AD), and endpoint management tools.


• Strong communication, organizational, and stakeholder engagement skills.