Manager, Service Desk

One of Insight Global’s customers is seeking a Manager, Service Desk to build and lead a high-performing Tier 1 support organization. This individual will oversee daily service desk operations, ticket queue management, first-contact resolution, and customer experience while helping establish the processes, documentation, and culture needed to scale the team. The ideal candidate is customer-focused, highly analytical, and experienced managing support teams in large enterprise environments. This person will be responsible for hiring, coaching, and developing service desk staff while ensuring users receive timely, high-quality support. This is a permanent opportunity and hybrid opportunity sitting onsite at 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/.

7+ years of IT Support, Help Desk, Service Desk, or End User Support experience.
2–3+ years of leadership experience managing service desk or technical support teams.
Experience hiring, onboarding, coaching, and performance-managing technical support staff.
Strong knowledge of ITSM processes, including incident management, SLAs, queue management, escalation management, and ticket lifecycle ownership.
Experience working within a Service Desk environment and managing Tier 1 support operations.
Working knowledge of: Active Directory, Azure, Microsoft 365, Identity & Access Management, Endpoint support fundamentals
Experience creating SOPs, knowledge articles, training materials, and support documentation.
Strong analytical mindset with experience using ticket metrics and service data to improve operations.
Excellent communication, customer service, and de-escalation skills.
Straightforward, customer-centric leadership style.

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.