Job Description

Insight Global is dedicated to providing exceptional IT support and services to our clients. We are seeking a highly motivated and experienced Service Desk Manager to lead Tier One and Tier Two support teams onsite at a client of ours in Zionsville. This team provides both remote and onsite assistance, utilizing ServiceNow to ensure efficient and effective service delivery.

Job Title: Service Desk Manager

Location: Zionsville, IN - onsite 3x week

Hours: Monday-Friday 8-5, typical business hours!

Duration: 9 month contract to permanent hire

• Eligible for benefits and paid overtime on contract!

Pay Rate: $40-70/hr (Dependent on experience)

MUST HAVES:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of Service Desk management.
• Strong leadership and team management skills. - Overseeing a team of 5+ individuals (this team is 9 Tier I and Tier II service desk)
• Proficiency in using ServiceNow or similar IT service management (ITSM) tools. - Provide insight in automation opportunities, identifying trends, etc.
• Proficiency with Microsoft stack such as Autopilot, Intune, Office 365, Entra and Machine Windows
• Excellent communication and interpersonal skills.
• Ability to handle high-pressure situations and manage multiple priorities.

PLUSSES:

• ITIL certification or other relevant certifications.
• Experience with remote and onsite support environments.
• Knowledge of network and system administration.
• Familiarity with cybersecurity best practices.

Responsibilities:

Team Management:

• Lead, mentor, and manage a team of Tier One and Tier Two support technicians.
• Conduct regular performance reviews and provide feedback.
• Develop and implement training programs to enhance team skills and knowledge.

Service Delivery:

• Oversee daily operations of the service desk to ensure timely and effective resolution of support requests.
• Monitor and manage service desk performance metrics and KPIs.
• Ensure adherence to service level agreements (SLAs) and quality standards.

Process Improvement:

• Identify areas for process improvement and implement best practices.
• Collaborate with other IT teams to streamline workflows and enhance service delivery.
• Utilize ServiceNow to automate and optimize service desk processes.

Customer Support:

• Act as an escalation point for complex or high-priority issues.
• Maintain strong relationships with clients and stakeholders.
• Ensure customer satisfaction through proactive communication and follow-up.

Day to day layout:

Morning:

• Review and prioritize incoming support tickets.
• Conduct a team meeting to discuss daily goals and any ongoing issues.
• Monitor service desk performance metrics and address any immediate concerns.

Midday:

• Assist technicians with complex or escalated issues.
• Collaborate with other IT teams to resolve cross-functional problems.
• Work on process improvement initiatives and documentation.

Afternoon:

• Conduct one-on-one meetings with team members for performance feedback and coaching.
• Review and update training materials and programs.
• Ensure all support requests are addressed within SLAs and follow up with clients as needed.

End of Day:

• Prepare a daily report on service desk performance and key metrics.
• Plan for the next day’s activities and any upcoming projects.
• Address any remaining high-priority issues before the end of the day.

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