Service Desk Manager

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., Operational Leadership

• 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.

Team Management

• 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.

Customer & Stakeholder Engagement

• 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.

Process, Tools & Continuous Improvement

• 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., ConnectWise Automate, ConnectWise Manage, Auvik, Jira, ConnectSecure, etc.).

Governance & Compliance

• Ensure adherence to security, compliance, and organizational policies.

• Participate in audits and produce required reporting.

• Contribute to IT disaster recovery and business continuity plans.

4+ years of experience Managing or Supervising a helpdesk team in an ENTERPRISE ENVIRONMENT

o Team size is 25 that they will be managing. Must have led at least 10-12 people in prior experience

o 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 ConnectWise Automate, ConnectWise Manage, Jira, ConnectSecure, 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.)