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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Manager - Information Technology - **Company:** Pond & Company - **Location:** Peachtree Corners, GA, United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Configuration Management Databases, Peachtree (Accounting Software), Windows PowerShell, Azure Active Directory, Scripting, Chatbots, Microsoft InTune, Information Technology, Deployment Automation, Hardware Asset Management, Virtual Agents - **Published:** August 26, 2026 - **Apply:** https://www.disabledperson.com/jobs/74544403-service-desk-manager-information-technology ## About the Role * Experience: Proven experience managing a helpdesk/service desk supporting 1,500+ users, including leading a team of analysts/technicians. * Education: Bachelor's degree or equivalent practical experience. * Certification: ITIL certification preferred, not required (Foundation minimum; higher-level certification a plus). * Platform: Demonstrable hands-on experience with FreshService (or comparable ITSM platform, with willingness/ability to become FreshService-proficient quickly). * Endpoint Management: Demonstrable, hands-on experience deploying and managing devices with Microsoft Intune and Windows Autopilot, including provisioning profiles, compliance/configuration policies, and app deployment. * Strong working knowledge of Windows environments, Active Directory/Azure AD (Entra ID), and Microsoft 365 administration. * Experience managing hardware procurement, vendor relationships, and IT asset lifecycle. * Excellent communication skills and the ability to translate technical issues for non-technical stakeholders. * Proven people-management experience: hiring, coaching, performance reviews, and scheduling. * Comfort designing and evolving service desk systems and processes that incorporate AI (e.g., AI-assisted ticket triage, chatbots/virtual agents, knowledge base automation). Preferred Qualifications * ITIL Intermediate/Expert certification. * Experience scaling a service desk through a period of company growth. * Familiarity with additional MDM/endpoint tools, ticketing automation, or scripting (PowerShell) for provisioning tasks. * Experience building or maturing ITSM processes (change management, problem management) from the ground up. * Experience in the Architecture, Engineering, or Construction (AEC) industry. ## Description We are in search for a directly involved Helpdesk / Service Desk Manager to lead our IT support function and manage the full lifecycle of end-user hardware. This role owns traditional service desk operations - ticketing, incident and request management, and end-user support - while also directing new-hire onboarding and the procurement/lifecycle management of laptops, desktops, and peripherals. You will manage a team of service desk analysts, set the standard for service quality, and act as the primary owner of our Fresh Service platform. This is a people-leadership role: you will hire, coach, schedule, and develop a team of support technicians while staying close enough to the work to jump in, unblock escalations, and lead by example., * Lead, manage, and develop a team of service desk analysts, including hiring, coaching, performance management, and scheduling/coverage planning. * Own day-to-day helpdesk operations: ticket queues, escalation paths, and incident/request/problem management. * Develop and manage SLAs, ensuring targets are realistic, well-communicated, and consistently met. * Serve as the primary administrator of FreshService, including workflow automation, asset management (CMDB), reporting, and dashboards. * Define and continuously improve service desk processes and documentation (knowledge base, SOPs, runbooks) using ITIL-aligned best practices. * Monitor and report on key service desk metrics (ticket volume, resolution time, CSAT, SLA compliance) to leadership. * Manage vendor and third-party support relationships as needed. Onboarding & Offboarding * Own the end-to-end IT onboarding experience for new hires: account provisioning, hardware assignment, and Day 1 readiness. * Design and maintain onboarding/offboarding workflows in Fresh Service and Intune/Autopilot to ensure a consistent, scalable experience as headcount grows. * Manage IT offboarding, including account deprovisioning and hardware retrieval/reclamation. Hardware Procurement & Asset Management * Manage procurement of end-user hardware (laptops, desktops, monitors, peripherals) - vendor selection, ordering, budgeting, and inventory levels. * Maintain accurate hardware asset records and lifecycle tracking (deployment, refresh, retirement, disposal) within FreshService. * Own device provisioning and configuration standards using Microsoft Intune and Windows Autopilot, including deployment profiles, compliance policies, and app packaging. * Manage relationships with hardware vendors/resellers and negotiate pricing/terms where applicable., * SLAs are consistently met and ticket backlogs stay under control. * New hires have a fully provisioned, ready-to-use device and accounts on Day 1, every time. * Hardware inventory is accurate, refresh cycles are predictable, and procurement costs are well-managed. * The service desk team is well-trained, motivated, and empowered to resolve issues at first contact. * FreshService is configured to maximize automation and minimize manual ticket handling.All Pond & Company positions require participation in at least one in-person interview as part of our hiring process, and most roles also require in-person onboarding at a Pond office location; candidates should expect to meet directly with our team and should be cautious of any communication suggesting otherwise. ## Related Videos - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [JavaScript? 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