Top 762 Information technology Jobs in North Atlanta, GA

Director, End User Services (AI Automation & Service Optimization)
Resolution Technologies —Dunwoody, GA
- Master's degree
- Bachelor's degree
- Senior level
Director of IT
C.A. Murren and Sons —Grayson, GA
- Full-time
- Background check
- Computer Science
- Bachelor of Science
- Health insurance
- Dental insurance
Quick Apply
13d
HVAC Troubleshooting Specialist - No Field Work
Paramount Staffing LLC —Suwanee, GA
- $26 an hour
- Overtime
- Spanish
- Computer literacy
- Mid-level
Quick Apply
HVAC Customer Care
Paramount Staffing LLC —Suwanee, GA
- $26 an hour
- Overtime
- Spanish
- Computer literacy
- Mid-level
Quick Apply
Service Engineer - Lithia Springs, GA
CorTech —Lithia Springs, GA
- $41.61 an hour
- Contract
- Up to 50% travel
- Ability to lift 50 pounds
- Experience equivalent to degree accepted
6d
Helpdesk Technician
Authority Brands —Atlanta, GA
- From $28 an hour
- Full-time
- Computer science
- Azure
- Computer Science
- Paid holidays
- 401(k)
Quick Apply
IT Helpdesk Support Specialist I
Asbury —Sandy Springs, GA
- Full-time
- Computer Science
- Computer literacy
- Windows
- Paid training
- Paid parental leave
Quick Apply
IT Support
MOTO Technology Services, LLC —Atlanta, GA
- Classroom
- Computer science
- Computer Science
Quick Apply
7d
IT Helpdesk Support Specialist II
Asbury —Sandy Springs, GA
- Full-time
- Mid-level
- Windows
- 3 years
- Paid training
- Paid parental leave
Quick Apply
IT Support Engineer I, Ops Tech Solutions (OTS)
Amazon.com Services LLC —Stone Mountain, GA
- $25 - $41 an hour
- Full-time
- Mid-level
- Windows
- High school diploma or GED
- Paid parental leave
- AD&D insurance
IT Support
Ortho Sport and Spine Physicians —Atlanta, GA
- Computer science
- Computer Science
- Mid-level
- Mileage reimbursement
- Paid holidays
Quick Apply
Help Desk Technician
RedHelm —Atlanta, GA
- Weekends as needed
- Remote
- Windows
- Continuous improvement
- Data entry
- Paid holidays
- Health insurance
Quick Apply
2d
11166 - Departmental IT Specialist
DeKalb County, GA —Decatur, GA
- $23.26 - $37.44 an hour
- Full-time
- Computer Science
- Research
- Mid-level
3d
Help Desk Agent
Polsinelli PC —Atlanta, GA
- $55,000 - $65,000 a year
- Full-time
- Remote
- Microsoft Outlook
- Research
- Windows
- AD&D insurance
- Disability insurance
10d
IT Support Specialist
Sprinter Health —Atlanta, GA
- $70,000 - $85,000 a year
- Full-time
- Hybrid work
- Google Workspace
- Computer Science
- HIPAA
- Disability insurance
- Health insurance
Quick Apply
PC Support Analyst
Yamaha Motor US —Marietta, GA
- 5 years
- Computer literacy
- Writing skills
- Profit sharing
- Wellness program
13d
IT Support Administrator
Marcura —Atlanta, GA
- $54,900 - $60,000 a year
- Full-time
- Hybrid work
- Mid-level
- Windows
- 3 years
- Disability insurance
- Health insurance
Quick Apply
IT Systems Support Technician
Primary Holdings, Inc. —Johns Creek, GA
- $65,000 - $75,000 a year
- Full-time
- Microsoft Outlook
- Mid-level
- Office
- Paid holidays
- Health insurance
Quick Apply
IT Support Technician
Radancy —Atlanta, GA
- $50,000 - $57,000 a year
- Research
- Mid-level
- Office
- Health insurance
- Dental insurance
IT Systems Engineer I, II, or III
IST Management Services —Atlanta, GA
- $90,000 - $160,000 a year
- Weekends as needed
- Remote
- Computer science
- Azure
- Computer Science

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information technology jobs near North Atlanta, GA

Director, End User Services (AI Automation & Service Optimization)

Resolution Technologies -
Dunwoody, GA

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Job Details

Temp-to-hire

Qualifications

Vendor relationship building
Process improvement standards implementation
Six Sigma methodology implementation
Inventory management software
Global team management
Bachelor's degree
Vendor relationship management
AI-driven automation
Identity and access management (IAM) solutions
ITIL implementation
Automation tools
Stakeholder relationship building
IT department experience
Stakeholder management

Full Job Description

Director, End User Services (AI Automation & Service Optimization)

Overview
We are seeking a forward-thinking Director of End User Services to lead the transformation of our end user support ecosystem. This role will drive the adoption of AI-powered automation, elevate break/fix performance, streamline access and service request processes, and modernize asset management and inventory control.
You will combine operational excellence with innovation—leveraging data, automation, and user-centric design to deliver a seamless, scalable end user experience.
Director, End User Services Key Responsibilities
AI & Automation Strategy

Define and execute a roadmap for AI-driven automation across End User Services (e.g., virtual agents, self-healing, workflow automation).
Identify high-volume, repeatable processes and implement automation to reduce manual effort and resolution time.
Partner with IT, Security, and Business teams to integrate AI solutions into service delivery platforms (e.g., ServiceNow, endpoint tools).
Establish metrics to measure automation effectiveness (deflection rates, MTTR reduction, user satisfaction).

Break/Fix Excellence

Lead global end user support operations to improve incident response and resolution times.
Implement proactive and predictive support models (e.g., monitoring, self-remediation).
Drive root cause analysis (RCA) discipline to eliminate recurring issues.
Establish SLAs/XLAs focused on both performance and user experience.

Access & Service Request Optimization

Oversee and improve identity, access, and request fulfillment processes.
Streamline workflows to reduce cycle time and improve transparency.
Champion self-service capabilities and knowledge management to reduce ticket volume.
Ensure compliance with security and audit requirements.

Asset Management & Inventory Control

Develop and maintain a robust IT asset lifecycle management program (procurement through disposal).
Implement accurate, real-time inventory tracking and reconciliation processes.
Optimize hardware/software utilization and cost management.
Ensure compliance with financial, security, and regulatory standards.
User Experience & Continuous Improvement
Establish a user-centric service model with measurable satisfaction (CSAT, NPS, XLAs).
Analyze service data to identify trends and improvement opportunities.
Lead continuous improvement initiatives using Lean, Six Sigma, or similar methodologies.

Leadership & Collaboration

Build and lead high-performing global teams across service desk, desktop support, and endpoint services.
Collaborate with Infrastructure, Security, HR, and Business Units to align services with business needs.
Manage vendor relationships and outsourced service providers.
Develop talent and foster a culture of innovation and accountability.

Director, End User Services Qualifications

Bachelor degree in Information Technology, Business, or related field (Masters preferred).
10+ years of experience in IT End User Services or IT Operations, with at least 5 years in leadership.
Proven experience implementing AI/automation in IT support environments.
Strong knowledge of:

ITIL / ITSM frameworks
Endpoint management (e.g., Intune, SCCM, Jamf)
Service management platforms (e.g., ServiceNow)
Identity & Access Management (IAM)

Demonstrated success improving break/fix performance, request fulfillment, and asset management.
Experience managing global teams and third-party vendors.

Key Skills

Strategic thinking with hands-on execution ability
Data-driven decision making
Process optimization and automation mindset
Strong leadership and stakeholder management
Excellent communication and change management skills

Success Metrics

Reduction in Mean Time to Resolve (MTTR)
Increased automation/deflection rates
Improved CSAT/NPS scores
Reduction in ticket volume through self-service
Asset accuracy and lifecycle compliance
Faster access/request fulfillment times

3 Director, End User Services 0-60-90 Day Plan (High-Impact)
First 30 Days – Diagnose, Triage, Act
Objective: Establish control, deliver quick wins, and expose gaps.

Stand up a daily operations cadence (incident review, backlog burn-down, SLA tracking).
Baseline and publish core metrics:

MTTR, First Contact Resolution (FCR), ticket volume drivers, request cycle times, asset accuracy.

Identify and eliminate top 5 ticket drivers (knowledge gaps, repeat incidents, misrouted requests).
Launch immediate automation quick wins:

Password resets, common access requests, software installs.

Audit and correct critical asset inventory discrepancies (focus on high-risk / high-value assets).
Map current access/request workflows and remove obvious approval bottlenecks.
Establish executive visibility (weekly dashboard + risks + actions).

Deliverables:

Live performance dashboard
Top issues + remediation plan
First automation use cases in production
Stabilized service desk operations

Days 31–60 – Build, Standardize, Prove Value
Objective: Shift from reactive to structured, repeatable execution.

Deploy AI-enabled capabilities:

Virtual agent for Tier 0 support
Automated ticket routing and triage
Self-healing for common endpoint issues

Reduce ticket volume by targeting 15–25% deflection through:

Self-service expansion
Knowledge base overhaul (top 20 issues)

Implement RCA discipline for recurring incidents with enforced ownership.
Redesign service catalog and request workflows:

Standardize, simplify, and automate fulfillment

Establish asset lifecycle controls:

Intake? deployment? refresh? disposal tracking
Monthly reconciliation cadence

Introduce XLAs (experience metrics) alongside SLAs.

Deliverables:

Measurable reduction in ticket volume and MTTR
AI/automation actively handling real workloads
Standardized, faster request fulfillment
Asset visibility improved with audit-ready tracking

Days 61–90 – Scale, Optimize, Institutionalize
Objective: Lock in gains and scale transformation across the enterprise.

Expand automation to end-to-end workflows:

Joiner/mover/leaver (JML) processes
Role-based access provisioning

Achieve sustained improvements:

MTTR reduction (target 20–30%)
Increased FCR
Noticeable CSAT/NPS lift

Operationalize a productivity model:

Shift-left strategy fully in motion
Tier 1 handling majority of volume via automation/self-service

Implement cost and efficiency controls:

Optimize hardware/software utilization
Reduce redundant tools/licenses

Formalize governance and operating model:

KPIs, ownership, vendor accountability
Continuous improvement pipeline

Present executive roadmap (6–12 months) with ROI tied to automation and efficiency gains.

Deliverables:

Scaled automation with measurable ROI
Faster, simpler access and request experience
Fully governed asset management program
Clear forward roadmap aligned to business outcomes

90-Day Impact Snapshot

20–30% reduction in MTTR
15–30% ticket deflection via automation/self-service
Significant improvement in request turnaround times
Instill confidence in asset inventory accuracy
Visible shift from reactive support? intelligent, proactive service

#RT
#DICEJOBS

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Refine Your Search

information technology jobs in North Atlanta, GA

Director, End User Services (AI Automation & Service Optimization)

Director of IT

HVAC Troubleshooting Specialist - No Field Work

HVAC Customer Care

Service Engineer - Lithia Springs, GA

Helpdesk Technician

IT Helpdesk Support Specialist I

IT Support

IT Helpdesk Support Specialist II

IT Support Engineer I, Ops Tech Solutions (OTS)

IT Support

Help Desk Technician

11166 - Departmental IT Specialist

Help Desk Agent

IT Support Specialist

PC Support Analyst

IT Support Administrator

IT Systems Support Technician

IT Support Technician

IT Systems Engineer I, II, or III

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