Job Description
Serve as a primary liaison to University departments and schools; meet regularly to understand needs, shape roadmaps, scope/prioritize work, and ensure successful project and service outcomes.
Lead day-to-day CRC operations (service delivery, escalations, service quality, and continuous improvement) using ITSM best practices.
Lead and develop a team of 8 - 12 technicians supporting endpoint field support and event services, including hiring, onboarding, coaching, and performance management/annual review cycles.
Drive service planning and new service development; evaluate and pilot improvements (including innovative/creative AI uses) that increase efficiency and improve the client experience.
Manage budgeting, forecasting, rate/cost recovery model as needed, billing accuracy, and P&L performance to keep services fiscally sound.
Create and manage SOWs/service agreements, including true-ups and renewals; partner with stakeholders to ensure clear scope, expectations, and renewals/expansions.
Collaborate across CRC, University IT (UIT), and other campus partners (e.g., Networking, Information Security) to deliver integrated solutions and consistent client outcomes.
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/.
Required Skills & Experience
Bachelor’s degree or equivalent experience required.
Proven leadership in client-focused IT environments with 5+ years of experience in staff and service management.
Strong communication and interpersonal skills across technical and non-technical audiences.
Track record of building and retaining high-performing, client-facing technical teams through effective coaching, feedback, and performance accountability.
Skilled in strategic decision-making, issue resolution, and prioritizing under pressure.
Knowledge of IT best practices, compliance standards, and financial management.
Experience working in a cost-recovery (fee-for-service) environment, or has a strong interest in learning how to operate in this model.
Curiosity and initiative in exploring AI-driven improvements to service delivery and customer satisfaction.
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.