Service Desk Manager

A client is seeking a Service Desk Manager in the Birmingham, AL area. You will be responsible for overseeing Service Desk support for our diverse customer base (primarily remote/by phone, with occasional on-site visits). Reporting to senior IT management, the role includes providing internal team support and mentorship, as well as hands-on support and relationship management for our customers.
To succeed in this role, you should have experience with:
• Maintaining large-scale computer systems
• Creating and maintaining servers (virtual and/or physical)
• Working with networking systems
• Troubleshooting complex technical issues
Responsibilities
• Work with senior management to adapt, create, and lead continuous improvement programs within the team
• Maintain ongoing customer relationships
• Manage and mentor a team of Service Desk Technicians & Systems Administrators
• Create, manage, and maintain reports (internal and customer requested)
• Monitor and assign tickets to the team
• Maintain SLAs and SLRs through timely ticket assignment
• Manage escalations and provide timely communications to all parties
• Oversee internal escalations and manage the relationship with the Engineering Team
• Provide hands-on support for clients, leading the team by example
• Create, expand, and maintain documentation as necessary
• Enforce policies and procedures and oversee training

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

7-10 years experience in service desk/ helpdesk roles
3-5 years experience managing or leading small/medium-sized teams
Experience working within an MSP environment or with an MSP and understanding the challenges of supporting multiple diverse customers
Experience with ticketing systems (ServiceNow preferred)
Hands-on experience with both hardware and software (MS Office, O365, Outlook, etc.)
Experience building and maintaining end-user workstations
Network troubleshooting skills (TCP/IP, basic WAN/LAN troubleshooting)
Experience maturing/ evolving processes, metrics, and team members

Experience automating manual processes
Veterinarian or healthcare industry experience

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.