IT Service Desk Manager at Mcmillan Pazdan Smith Architecture in Atlanta, GA | Kablio

Role

Description

ticket management

sla management

asset management

vendor management

performance monitoring

process improvement

Lead, mentor, and develop a team of technology professionals, fostering a collaborative and positive work environment.
Generate regular reports on service desk metrics, including ticket volumes, resolution times, first-call resolution rates, and customer satisfaction.
Ensure all support requests and incidents are logged, prioritized, and resolved efficiently within the ticketing system (experience with AutoTask is a plus).
Develop, implement, and manage Service Level Agreements (SLAs) for IT support services.
Serve as an escalation point for complex or high-priority support issues.
Conduct regular team meetings, training sessions, and individual coaching to enhance technical and customer service skills.
Oversee the management of IT assets and user accounts.
Ensure effective communication with end-users regarding the status of their support requests.
Stay current with industry best practices, tools, and technologies related to IT service management.
Collaborate with other IT teams and departments to ensure seamless support and effective resolution of complex technical issues.
Manage relationships with IT vendors and service providers as needed.
Monitor service desk performance against SLAs and key performance indicators (KPIs), implementing corrective actions as needed.
Continuously evaluate and improve service desk processes, procedures, and knowledge base to enhance efficiency and user satisfaction.
Provide hands-on technical support when necessary.
Oversee the recruitment, hiring, and onboarding of new Service Desk team members.
Analyze trends in incidents and service requests to identify recurring issues and opportunities for proactive problem management.
Develop and maintain documentation for IT support policies, procedures, and user guides.
Manage team schedules, workload distribution, and performance reviews to ensure optimal coverage and service quality across all office locations.

Requirements

itil

autotask

datto rmm

macos

itsm

leadership

Strong leadership, coaching, and team-building skills.
Experience working in a professional services firm (e.g., architecture, engineering, creative, legal, consulting).
Bachelor's degree in Information Technology, Computer Science, or a related field.
Demonstrable experience in creating, managing, and reporting on SLAs, service desk performance metrics, and achieving high levels of customer satisfaction.
ITIL certification or strong knowledge of ITIL principles.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
Proficiency in using IT Service Management (ITSM) ticketing systems (AutoTask preferred).
Experience supporting users across multiple office locations in a high growth environment.
Proven experience working in information technology or system administration roles.
Strong experience managing macOS environments, including device configuration, application deployment, and end-user support.
Excellent communication (written and verbal), interpersonal, and customer service skills.
Solid understanding of IT infrastructure, including hardware, software, networking, and cloud services.
Hands-on experience with Datto RMM and AutoTask PSA.
Strong analytical and problem-solving abilities with a focus on continuous improvement.
Proven ability to work collaboratively with individuals at all levels of the organization.
Experience with managing and utilizing Datto RMM for remote monitoring and management is a significant plus.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1979

Year Established

The firm was founded in 1979 and has since built a reputation for trusted innovation in architecture.

With a rich history of diverse projects, the firm has developed a reputation for creating spaces that blend functionality with aesthetic value.
Their portfolio spans across multiple sectors including residential, commercial, civic, healthcare, and education.
Notable projects include both small-scale urban residences and large multi-building campus designs for universities and healthcare facilities.
The firm’s commitment to design excellence is evident in their work, where each project is approached with a focus on innovation and community impact.
Their collaborative process fosters close relationships with clients, ensuring every design aligns with the vision and needs of the community.
Through their work, they continually contribute to the built environment, making spaces more sustainable, inviting, and functional.

Culture + Values

We believe that the best design results from a collaborative process built on mutual respect, trust, and open communication.
We strive for excellence in everything we do, while also recognizing that our work must serve the needs and desires of the communities we serve.
We encourage innovation and creativity, pushing the boundaries of traditional design to create meaningful, sustainable architecture.
We are committed to a culture of continuous learning, growth, and mentorship, ensuring that every team member has the opportunity to develop professionally.

Environment + Sustainability

2050

Net Zero Target Year

Aiming to achieve net zero carbon emissions by the year 2050.

Committed to integrating sustainability into its practice, focusing on energy-efficient, environmentally responsible buildings.
Prioritizes design strategies that reduce energy consumption, optimize building performance, and minimize construction's environmental impact.
Supports green building certifications like LEED, ENERGY STAR, and other sustainable design standards.

Inclusion & Diversity

fosters an inclusive workplace where diverse perspectives are valued and where individuals feel empowered to contribute.
has made strides toward increasing gender diversity, with a focus on promoting women into leadership roles.
has developed internal programs to encourage mentorship and career development, particularly for underrepresented groups in architecture.

Articles

McMillan Pazdan Smith Announces Growth Partnership with Providus Capital Partners

McMillan Pazdan Smith Architecture acquires Georgia firm

McMillan Pazdan Smith Honors & Awards (AIA SC Firm Award)

Role

Description

ticket management

sla management

asset management

vendor management

performance monitoring

process improvement

Lead, mentor, and develop a team of technology professionals, fostering a collaborative and positive work environment.
Generate regular reports on service desk metrics, including ticket volumes, resolution times, first-call resolution rates, and customer satisfaction.
Ensure all support requests and incidents are logged, prioritized, and resolved efficiently within the ticketing system (experience with AutoTask is a plus).
Develop, implement, and manage Service Level Agreements (SLAs) for IT support services.
Serve as an escalation point for complex or high-priority support issues.
Conduct regular team meetings, training sessions, and individual coaching to enhance technical and customer service skills.
Oversee the management of IT assets and user accounts.
Ensure effective communication with end-users regarding the status of their support requests.
Stay current with industry best practices, tools, and technologies related to IT service management.
Collaborate with other IT teams and departments to ensure seamless support and effective resolution of complex technical issues.
Manage relationships with IT vendors and service providers as needed.
Monitor service desk performance against SLAs and key performance indicators (KPIs), implementing corrective actions as needed.
Continuously evaluate and improve service desk processes, procedures, and knowledge base to enhance efficiency and user satisfaction.
Provide hands-on technical support when necessary.
Oversee the recruitment, hiring, and onboarding of new Service Desk team members.
Analyze trends in incidents and service requests to identify recurring issues and opportunities for proactive problem management.
Develop and maintain documentation for IT support policies, procedures, and user guides.
Manage team schedules, workload distribution, and performance reviews to ensure optimal coverage and service quality across all office locations.

Requirements

itil

autotask

datto rmm

macos

itsm

leadership

Strong leadership, coaching, and team-building skills.
Experience working in a professional services firm (e.g., architecture, engineering, creative, legal, consulting).
Bachelor's degree in Information Technology, Computer Science, or a related field.
Demonstrable experience in creating, managing, and reporting on SLAs, service desk performance metrics, and achieving high levels of customer satisfaction.
ITIL certification or strong knowledge of ITIL principles.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
Proficiency in using IT Service Management (ITSM) ticketing systems (AutoTask preferred).
Experience supporting users across multiple office locations in a high growth environment.
Proven experience working in information technology or system administration roles.
Strong experience managing macOS environments, including device configuration, application deployment, and end-user support.
Excellent communication (written and verbal), interpersonal, and customer service skills.
Solid understanding of IT infrastructure, including hardware, software, networking, and cloud services.
Hands-on experience with Datto RMM and AutoTask PSA.
Strong analytical and problem-solving abilities with a focus on continuous improvement.
Proven ability to work collaboratively with individuals at all levels of the organization.
Experience with managing and utilizing Datto RMM for remote monitoring and management is a significant plus.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1979

Year Established

The firm was founded in 1979 and has since built a reputation for trusted innovation in architecture.

With a rich history of diverse projects, the firm has developed a reputation for creating spaces that blend functionality with aesthetic value.
Their portfolio spans across multiple sectors including residential, commercial, civic, healthcare, and education.
Notable projects include both small-scale urban residences and large multi-building campus designs for universities and healthcare facilities.
The firm’s commitment to design excellence is evident in their work, where each project is approached with a focus on innovation and community impact.
Their collaborative process fosters close relationships with clients, ensuring every design aligns with the vision and needs of the community.
Through their work, they continually contribute to the built environment, making spaces more sustainable, inviting, and functional.

Culture + Values

We believe that the best design results from a collaborative process built on mutual respect, trust, and open communication.
We strive for excellence in everything we do, while also recognizing that our work must serve the needs and desires of the communities we serve.
We encourage innovation and creativity, pushing the boundaries of traditional design to create meaningful, sustainable architecture.
We are committed to a culture of continuous learning, growth, and mentorship, ensuring that every team member has the opportunity to develop professionally.

Environment + Sustainability

2050

Net Zero Target Year

Aiming to achieve net zero carbon emissions by the year 2050.

Committed to integrating sustainability into its practice, focusing on energy-efficient, environmentally responsible buildings.
Prioritizes design strategies that reduce energy consumption, optimize building performance, and minimize construction's environmental impact.
Supports green building certifications like LEED, ENERGY STAR, and other sustainable design standards.

Inclusion & Diversity

fosters an inclusive workplace where diverse perspectives are valued and where individuals feel empowered to contribute.
has made strides toward increasing gender diversity, with a focus on promoting women into leadership roles.
has developed internal programs to encourage mentorship and career development, particularly for underrepresented groups in architecture.

Articles

McMillan Pazdan Smith Announces Growth Partnership with Providus Capital Partners

McMillan Pazdan Smith Architecture acquires Georgia firm

McMillan Pazdan Smith Honors & Awards (AIA SC Firm Award)