Description
Proda Technology is a fast-growing Managed IT and Security Services Provider headquartered in Atlanta, GA. For more than 15 years, we’ve partnered with organizations to deliver reliable technology support, security services, and strategic guidance. We’re proud to be recognized as a 2025 Top 25 Small Business for the fourth consecutive year and the 2026 Business of the Year by the Cobb Chamber of Commerce. Proda Technology is a great opportunity to be part of an innovative and fast-growing company with unique roots. Our niche is creating a culture that brings out the best in our people. Our vision is to drive client success through strategic technology partnerships and solutions. We live that through our core values: lead with soul, have fun, adapt and evolve, be resourceful, and commit to people.
Under the direction of the Service Delivery Manager, the Service Desk Lead supports the daily execution, quality, and consistency of Proda Technology’s Service Desk operations. This role helps coordinate ticket flow, monitor service performance, coach team members, support escalations, reinforce approved procedures, and identify opportunities to improve service delivery. The Service Desk Lead works closely with the Service Delivery Manager, Support Coordinator, Director of IT Operations, Client Services, Business Operations, and technical teams to help ensure clients receive timely, professional, and reliable support.
Duties and Responsibilities
Supporting Service Desk Operations
- Support daily Service Desk execution under the direction of the Service Delivery Manager, helping ensure work is handled consistently and service commitments are met.
- Monitor workflow, SLA risk, ticket assignment, queue health, routing, coding accuracy, and KPI exceptions to support timely corrective action.
- Review technician workload, utilization, ticket handling patterns, escalation activity, and productivity trends; provide coaching or escalation recommendations as needed.
- Coordinate with the Support Coordinator on dispatch scheduling, on-site support needs, field workload visibility, and coverage adjustments.
- Provide operational reporting inputs, including ticket trends, SLA risk, workload patterns, escalation activity, staffing observations, and service quality indicators.
- Support billing service quality by helping validate ticket accuracy, service categorization, documentation quality, and other Service Desk inputs that affect accurate billing.
Delivering High-Quality Services
- Monitor daily Service Desk performance against SLA targets, queue health, customer impact, and operational priorities.
- Identify current or upcoming SLA misses, queue aging issues, escalation risks, and service delivery exceptions; coordinate timely follow-up with the appropriate team members.
- Make tactical day-to-day decisions that support SLA compliance, customer communication, ticket movement, and effective use of available Service Desk resources.
- Review Level 1 and Level 2 escalations for justification, documentation, troubleshooting effort, resolution guidance, and adherence to Service Desk expectations.
- Support ticket quality assurance by reviewing documentation, coding, routing, escalation notes, resolution details, and SOP adherence.
- Support major incident response by coordinating Service Desk activity, tracking customer-impacting issues, assisting with communications, and contributing to post-incident review inputs.
- Identify repeat issues, process gaps, training needs, and practical improvement opportunities based on performance data and customer feedback.
Supporting Client Experience
- Monitor customer feedback from CSAT surveys, phone audits, escalations, service reviews, and other channels to identify trends, risks, and improvement opportunities.
- Participate in scheduled client touchpoints as needed to provide ticket-related feedback, escalation updates, service observations, and operational input.
- Support Service Desk readiness during new client onboarding, including workflow setup, escalation paths, documentation review, support expectations, and transition support.
- Communicate escalated issues to clients by keeping them informed of progress, agreed-upon outages or changes, and clear next steps during active service issues.
- Work with management, the Service Delivery Manager, and the Support Coordinator to communicate customer issues and help develop practical follow-up actions.
- Perform client follow-up on Service Desk issues to verify resolution, confirm satisfaction where appropriate, and identify remaining service concerns.
Leading and Developing the Team
- Provide day-to-day leadership, direction, and coaching to Service Desk team members, helping them stay focused, supported, and aligned with service expectations.
- Provide technical coaching through real service situations, helping Level 1 and Level 2 team members improve troubleshooting, documentation, customer communication, and independent problem solving.
- Participate in performance management by providing operational observations, coaching notes, productivity trends, ticket quality findings, and development recommendations.
- Coordinate with Service Delivery, IT Operations, Support Coordination, and Business Operations to provide SOP training at hire, when procedures change, and during scheduled refreshers.
- Document internal Service Desk processes, support procedures, escalation paths, and operational workflows related to assigned duties.
- Support resource planning by identifying staffing needs, skill gaps, interview feedback, onboarding needs, training opportunities, and certification planning for Service Desk staff.
- Reinforce Proda Technology’s vision, operating priorities, core values, and service expectations through daily communication and team guidance.
Knowledge, Skills, and Qualification Requirements
- Understand and consistently act in accordance with Proda’s core values.
- Bachelor’s degree or equivalent professional experience preferred.
- 3+ years of IT support experience, with proven experience leading, mentoring, or coordinating service desk work.
- Experience with MSP tools and platforms such as Autotask, Datto RMM, documentation systems, remote support tools, and Microsoft technologies.
- Professional certifications such as HDI, ITIL, SDI, Microsoft, or PMI preferred.
- Strong technical troubleshooting, documentation, coaching, communication, and relationship-building skills.
- Ability to manage competing priorities in a fast-paced service environment while maintaining attention to detail.
- Strong problem-solving, conflict resolution, time management, and organizational skills.
Working Conditions
The majority of work will be performed from Proda Technology headquarters. Occasional travel to client locations and participation in on-call rotations may be required. The role may require lifting, carrying, or repositioning technology equipment up to 50 lbs. Most work hours will be spent seated at a computer using standard office equipment.
This job description is not all-inclusive. The employee may be required to perform other related duties as requested to meet the needs of the organization.
Job Type: Full-time
Pay: From $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Vision insurance
Application Question(s):
- What is your desired salary?
- Our team is based in Atlanta, and this role requires working from our office. Are you currently located in or near the Atlanta area, and would you be open to working onsite at least 4 days/week?
Experience:
- IT Managed Services Provider (MSP): 1 year (Preferred)
- IT Support: 3 years (Preferred)
Work Location: In person
