Service Desk Manager Jobs in Atlanta, GA at BeyondTrust

Title: Service Desk Manager

Company: BeyondTrust

Location: Atlanta, GA

Salary: $80K – $100K*

Category: Information Technology

BeyondTrust is the worldwide leader in Privileged Access Management (PAM), empowering organizations to secure and manage their entire universe of privileges. Our integrated products and platform offer the industry’s most advanced PAM solution, enabling organizations to quickly shrink their attack surface across traditional, cloud and hybrid environments.

The BeyondTrust Universal Privilege Management approach secures and protects privileges across passwords, endpoints, and access, giving organizations the visibility and control they need to reduce risk, achieve compliance, and boost operational performance. Our products enable the right level of privileges for just the time needed, creating a frictionless experience for users that enhances productivity.

.What Will You Do?

Provide support to non-technical users and explain complex IT concepts in simple terms

Create and maintain documentation as it relates to all aspects of the services provided

Ability to install, monitor, maintain and support all hardware, software within the business

Troubleshoot all IT incidents within the specified Service Level Agreements

Accomplish organizational goals by accepting ownership for new and different incidents; exploring opportunities to add value

Where necessary, liaise with 3rd party vendors during installations, maintenance and support

Protect organization’s value by keeping information confidential

Plan and coordinate the design and installation of enterprise solutions to ensure the stable operation of BeyondTrusts IT Service Desk

Provide line management and development of the team, acting as a point of escalation for all Service Desk team members

Develop and analyze KPIs and SLAs for the Service Desk, looking for opportunities to improve the service to the business and reporting to the Director of IT Services.

What isrequired?

End user focused

Ability to work independently and as part of a team

Meticulous attention to detail andhigh level ofaccuracy

Effective time management

Driven and resilient

Effective communication (both written and verbal)

Highly organized

Excellent leadership and motivational skills

Excellent communication skills with the ability to convey ideas and offer IT solutions to staff members of all levels


Minimum2years experiencein a similar rolewith people management

Advanced understanding ofWindows Operating Systemsand Active Directory

Advanced understandingof Office365

Advanced understandingand working knowledge of Service Now

Management of a Service Desk teamand SLA Management

Additional Job Requirements

Willingness to work flexibly in response to changing organisational requirements

An understanding of IT trends and capabilities

Approachable with good interpersonal skills and the ability to interact with staff effectively at all levels


ITIL Foundation certificate or above

Experience working withendpoint security technology.

BeyondTrust is an EEO/AA/Disability/Vets Employer and an equal-opportunity employer, offering a competitive salary with excellent benefits. We welcome all candidate applications who meet the minimum qualifications listed above.

About BeyondTrust

BeyondTrust (formerly Symark) is an American company that develops, markets, and supports a family of privileged identity management and vulnerability management products for UNIX, Linux, Windows and Mac OS operating systems. BeyondTrust was originally founded in 2006 and provided Least Privilege Management software for the Microsoft Windows OS, before UNIX vendor Symark acquired BeyondTrust in 2009 and adopted BeyondTrust as the new company name. Symark was founded in 1985 as a VAX/VMS utility software company in Los Angeles' San Fernando Valley. Its name derives from the initials of its founders, Bob Sommers and Doug Yarrow. Symark was also a client-server computing vendor, before later acquiring a license for the UNIX security product UPM (now owned by Quest Software) and rebranding their version PowerBroker. Symark relocated to Westlake Village, California, then again to Agoura Hills.