Service Desk Manager Jobs in Atlanta, GA at BeyondTrust
Title: Service Desk Manager
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.
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)
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.
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.