Job Description
The ServiceDesk Lead is responsible for governing and optimizing Service Desk services delivered by the organization’s strategic service provider. This role serves as the primary operational owner for end-user support services, ensuring service quality, SLA performance, customer experience, and continuous improvement across all Service Desk functions.
Rather than executing day-to-day ticket handling, this role focuses on vendor performance management, process governance, operational reporting, and alignment between the service provider, internal IT teams, and business stakeholders. The Service Management Lead ensures that outsourced Service Desk services consistently meet contractual expectations while driving service maturity, automation, and efficiency through ServiceNow and ITIL-based practices.
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
• 5+ years of experience in ITSM
• Experience managing large service providers or outsourced service desk operations
• Hands on experience with ServiceNow ITSM
• SLA/KPI governance, vendor performance management, and service reviews
• Overseeing service quality, analyzing operational trends, and leading continuous improvement initiatives within an ITSM environment
• ITIL Certification (V3 or V4)
Nice to Have Skills & Experience
• Experience in the cruise/travel industry
• ServiceNow CIS-ITSM or CSA
• SIAM or Vendor Management Certification
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.