Service Desk Manager

Job Description

Insight Global is looking for a Service Desk Manager who will be responsible for leading the daily operations of the IT Service Desk, ensuring high-quality technical support and customer service across the organization. This role oversees a team of service desk analysts, manages incident and request workflows, improves support processes, and ensures alignment with ITIL best practices and business objectives.

• Manage day-to-day Service Desk operations, ensuring timely resolution of incidents and service requests.
• Monitor ticket queues, assign priorities, and ensure SLA compliance.
• Develop, track, and report on service desk performance metrics (e.g., FCR, SLA adherence, customer satisfaction).
• Implement and optimize ITIL-aligned service management processes.

• Lead, mentor, and coach service desk analysts to maintain high performance and engagement.
• Conduct regular performance reviews and facilitate ongoing training and skills development.
• Manage staffing schedules and workload distribution.

• Serve as the primary escalation point for service issues.
• Maintain strong communication with business units to understand support needs and identify improvement opportunities.
• Ensure a customer-centric culture within the service desk team.

• Maintain and enhance the knowledge base and documentation.
• Identify recurring issues and work with technical teams to resolve root causes.
• Drive automation and improvements in tools, workflows, and service delivery.
• Support implementation and optimization of ITSM platforms (e.g., Connect Wise Automate, Connect Wise Manage, Auvik, Jira, Connect Secure, etc.).

• Ensure adherence to security, compliance, and organizational policies.
• Participate in audits and produce required reporting.
• Contribute to IT disaster recovery and business continuity plans.

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.

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• 4+ years of experience Managing or Supervising a helpdesk team in an ENTERPRISE ENVIRONMENT
• Team size is 25 that they will be managing. Must have led at least 10-12 people in prior experience
• Candidate cannot be job hoppy and cannot come from a mom and pop shop
• Strong understanding of ITIL framework
• Experience with ITSM tools such as Connect Wise Automate, Connect Wise Manage, Jira, Connect Secure, Auvik, or similar.
• GREAT Communication skills
• Bachelor's degree, IT field required
• Solid knowledge of Windows/Mac operating systems, networking basics, hardware/software support, and enterprise applications.
• Familiarity with Active Directory, MS365 administration, mobile device management, and remote support tools.
• ITIL Cert (Version 4 or
  5)
• Background supporting hybrid/cloud environments (Azure, AWS, Entra, Citrix, etc.)