Director, IT Support Services

One of Insight Global’s customers is seeking a Director of IT Support Services to lead the strategy, operations, and continuous improvement of enterprise end-user support for approximately 8,000 users. This leader will oversee service desk operations, desktop support, ticket queue management, escalation processes, and customer experience while leading a team of approximately 25 direct reports. The ideal candidate brings a strong ITSM and ITIL background, exceptional people leadership skills, and a customer-first mindset. Success in this role requires balancing operational excellence with executive-level communication, conflict resolution, and a hands-on leadership approach. This is a permanent and hybrid opportunity sitting onsite 2-3 days a week near one of the customer’s locations.

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/.

15+ years of experience in IT support, service desk, desktop support, or IT operations.
5–7+ years of leadership experience managing large support organizations.
Strong understanding of ITIL methodologies and IT Service Management (ITSM).
Experience supporting large enterprise environments with thousands of end users.
Proven experience leading service desk/help desk and desktop support teams.
Exceptional communication, relationship-building, and conflict resolution skills.
Strong customer-service mindset with experience partnering directly with business leaders and stakeholders.
Ability to manage high-volume support operations while driving process improvement and accountability.

ITIL Certification.
Experience with ServiceNow or other enterprise ITSM platforms.
Experience with automation, self-service initiatives, or AI-assisted support.
Exposure to endpoint management, Microsoft 365, and enterprise support environments.

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.