Do you thrive on leading passionate technical teams and love the excitement of solving real challenges for both colleagues and customers? As the Manager of IT Service Operations, you'll be the driving force behind an energetic, client-focused support team, ensuring every technical issue gets a speedy, expert solution and every interaction leaves our users smiling. This role puts you at the heart of the action—collaborating directly with business leaders and the rest of the IT team to drive innovation, streamline processes, and raise the bar for IT service excellence. If you bring a strong technical background, a knack for delighting customers, and a track record of leading high-performing teams in fast-paced environments, we want you to help us shape a world-class IT experience for everyone we serve!

Are You a Fit?
Responsibilities:

• Provide strategic leadership to the technical support team, guiding daily operations and mentoring staff to ensure exceptional service delivery and professional growth.
• Direct recruitment, onboarding, and ongoing development of service desk personnel, fostering a culture of collaboration, accountability, and continuous learning.
• Oversee all service desk functions, including ticket management, workflow optimization, and the implementation of best practices to consistently enhance user experience.
• Monitor compliance with IT and customer service standards (such as ITIL) and internal policies, ensuring adherence through regular audits and process reviews.
• Serve as the primary escalation point for complex technical issues, collaborating with cross-functional teams to drive timely and effective problem resolution.
• Review and audit support tickets to guarantee accurate documentation, prompt responses, and resolution within established service level agreements.
• Analyze key performance indicators (KPIs) and prepare comprehensive reports on team productivity, service quality, and operational outcomes for IT leadership and stakeholders.
• Facilitate regular team meetings, individual check-ins, and performance evaluations, ensuring transparent communication and alignment with organizational goals.
• Lead the ongoing development and refinement of support processes, policies, and documentation to improve consistency, efficiency, and reliability.
• Engage proactively with users through feedback channels, addressing concerns and identifying opportunities to elevate service standards.
• Coordinate IT operations related to employee lifecycle events, including account provisioning, access management, hardware deployment and recovery, and license administration.
• Oversee the procurement, distribution, and maintenance of IT assets, supporting infrastructure upgrades and security initiatives in partnership with other IT teams.
• Design and deliver technical training materials for both support staff and end users, promoting skill development and effective technology adoption.
• Provide advanced troubleshooting and guidance on complex issues, leveraging deep technical expertise to support both team members and end users.
• Champion process improvement and innovation initiatives, identifying and implementing solutions to enhance efficiency, customer satisfaction, and service reliability.
• Perform other duties, as assigned, by members of IT leadership to meet evolving business needs.
• Communicate IT changes, outages, and updates to the business clearly and proactively, ensuring users are informed and confusion is minimized to reduce unnecessary support requests.

Experience

• Five or more years of technical support experience in a service desk or help desk environment.
• ITIL Foundation certification.
• A+/ITF+ certification or equivalent.
• Network+ certification or equivalent.
• Microsoft 365 Fundamentals certification (MS-900).
• Customer-focused, solution-oriented attitude with demonstrated ability to motivate and empower teams.
• Strong working knowledge of:
  • Microsoft platforms - Active Directory, Endpoint Manager/Intune, file servers, print services, licensing, and Office 365
  • Office Hardware - laptops, desktops, user interface peripherals, printers, mounting hardware, and asset management/tracking
  • Audio/Video Management - conference rooms, Microsoft Teams Rooms, sound masking systems, ambient audio, and signage media players
  • Networking - routing/switching/patching, firewall rule management, wireless access, and internet service provider management
  • Security - 2FA/MFA, endpoint protection, mobile application management, mobile device management, automated patch management, access control systems, Zero Trust framework, and principle of least privilege
  • Other - phone systems, unified communication platforms, non-Windows OS, remote-access solutions, privileged identity management, cellular plan management, lighting control systems, and ticket intake systems
• Demonstrated leadership competencies: decisiveness, fostering teamwork, developing others, managing performance, empowering others, and strategic thinking.
• Strong self-management skills: personal credibility, stress management, flexibility, self-confidence, initiative, and thoroughness.
• Effective communication and interpersonal skills; ability to build collaborative relationships and demonstrate self-awareness.

Preferred Experience

• Associate degree or higher in Computer Science or related field.
• Microsoft Azure Fundamentals certification (AZ-900).
• One or more years of experience in a leadership role within a technical field.
• ServiceNow dashboard and intake management experience.

Location Requirements

Atlanta, GA

Physical Requirements

• Ability to sit for extended periods at a desk or workstation while performing computer-based tasks and collaborating with colleagues.
• Ability to operate office IT equipment such as computers, printers, copiers, and servers.
• Keyboarding skills, including finger dexterity and hand coordination for entering text or data using a traditional keyboard and mouse.
• Ability to stand and walk within the office environment for meetings, interactions, or departmental visits.
• Ability to travel to any Gas South office, as needed.
• Ability to lift and carry items weighing up to 50 pounds, reach for items above and below shoulder height, and push or pull objects as required.
• Ability to work on the floor or crawl when setting up IT equipment.
• Ability to work in typical office conditions, including exposure to noise, artificial lighting, and climate-controlled environments.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.