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Manager IT Support, Service Desk - Contact Center

Primary Location Atlanta, Georgia Schedule Full-time Shift Variable Salary $105100 - $135960 / year
Job Number 1397016 Date Posted 12/15/2025
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Overview: 
The Manager of the IT Service Desk is responsible for leading technical support operations within a fast-paced, dynamic environment. This position oversees a team of 10-15 Service Desk technicians, ensuring efficient resolution or appropriate escalation of hardware/software, desktop device, and end-user application issues. Key responsibilities of this role include managing critical escalations, driving timely resolutions, and minimizing any potential business impact. Strong leadership and operational expertise are essential to meet defined KPI targets while adapting to evolving business needs. Flexibility with scheduling is essential, including the potential to work nights, weekends, and some holidays as required.
Job Summary:

In addition to the responsibilities listed below, this position is responsible for managing the Service Desk technical support line in a fast paced, dynamic environment, and performing initial troubleshooting on client/server, networking, hardware/software, desktop devices, and end-user applications. This includes managing the major Incident process as it relates to all components of High and Critical escalation. Some of the unique challenges this position will face include meeting the defined KPI targets as call volume increases.


Essential Responsibilities:
  • Manages individuals and/or teams in designated work unit by translating business plans into tactical action items; ensuring all policies and procedures are followed; delegating tasks to meet goals and objectives; overseeing the completion of work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; removing obstacles that impact performance; and guiding performance and developing contingency plans accordingly.
  • Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; training and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; supporting execution of performance management guidelines and expectations; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
  • Manages recurring and escalated problems.
  • Manages troubleshooting efforts to identify and rectify problems.
  • Manages efforts to analyze and prioritize incoming requests and alerts.
  • Manages the service delivery process and outcomes for first, second, and third level support for products and applications by taking accountability for resolution of systems issues.
  • Follows and manages the development of standard operating procedures.
  • Reviews and approves resolution proposal to prevent issue recurrence.
  • Defines and manages key performance indicators (e.g., performance, availability, capacity)
  • Promotes and ensures compliance in the use of a knowledge repository for technical support.
  • Defines and manages procedures for incident escalation.
  • Manages execution of disaster recovery, and business continuity processes and events.
  • Manages after hours on call support.
  • Manages the process for tracking and documentation by reviewing and updating documents, as appropriate.
  • Manages analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
  • Reviews and approves departmental and enterprise changes to the production environment, according to established change control processes.
Minimum Qualifications:


  • Minimum four (4) years experience in technical support and troubleshooting.

  • Minimum three (3) years in a leadership role working with IT or operational teams.

  • Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.


Additional Requirements:

Preferred Qualifications:
  • Four (4) years experience in the administration of healthcare delivery workflow processes.
  • Four (4) years experience working with IT service desk tools or software.
Primary Location: Georgia,Atlanta,Regional Office - 9 Piedmont
Additional Locations:
  • Corona
Scheduled Weekly Hours: 40 Shift: Variable Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: 12:00 AM Working Hours End: 11:59 PM Job Schedule: Full-time Job Type: Standard Worker Location: Remote Employee Status: Regular Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee Job Level: Manager with Direct Reports Department: KPIT ADMIN - CTO CES RECS SVCDESK - 9601 Pay Range: $105100 - $135960 / year Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente. Travel: No Remote: Work location is the remote workplace (from home) within KP authorized states. Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.
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