Hybrid IT Operations Support Lead

at OneDigital

• Job title: IT Operations Support Lead
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, Atlanta, United States

About the role

• Overseeing IT Service Desk operations and ensuring quality service delivery at OneDigital. Managing support incidents and collaborating with technical teams for optimal resolution.

Responsibilities

• Oversee day-to-day IT Service Desk operations and ensure consistent, high-quality service delivery.
• Manage Tier 1 support experience and serve as the primary point of contact between IT and the business.
• Drive effective Incident and Service Requests, ensuring timely resolution and controlled escalation.
• Partner with internal stakeholders, offshore service providers, and technical teams to maintain service stability.
• Lead daily service desk operations, including ticket flow, workload balancing, escalations, and queue health.
• Ensure consistent service delivery and communication across onshore and offshore support teams.
• Supervise endpoint support, including installation, configuration, troubleshooting, and maintenance.
• Maintain desktop standards, images, configuration baselines, and technical documentation.
• Manage asset inventory and enforce hardware and software lifecycle processes.
• Own Request, Incident, and Problem Management using TeamDynamix.
• Drive self-service and shift-left initiatives through knowledge management and automation.
• Define, track, and enforce SLAs, including response and resolution targets.

Requirements

• Strong technical background in Windows OS, Office 365, Active Directory, networking basics, VPN, endpoint imaging, and device support.
• Proven leadership experience in IT support or service desk environments.
• Excellent communication, customer service, and problem‑solving skills.
• Ability to operate effectively in a fast-paced environment with competing priorities.
• Strong organizational skills with exceptional attention to detail.
• Experience working with offshore support teams or global BPO providers.
• Deep understanding of SLA frameworks, KPI management, and performance analysis.
• Experience with ITSM platforms (TeamDynamix preferred; ServiceNow acceptable).
• Familiarity with remote support tools and endpoint management technologies.
• Scripting or automation experience (PowerShell is a plus).
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Benefits

• Health, wellbeing, retirement, and other financial benefits
• Paid time off
• Overtime pay for non-exempt employees
• Robust learning and development programs
• Reimbursement of job-related expenses
• Employee perks and discounts