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# Service Desk Manager

- **Company:** Insight Global
- **Location:** Alpharetta, GA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Active Directory, Amazon Web Services, Apple Mac Systems, JIRA, Microsoft Azure, Disaster Recovery, Networking Basics, Citrix Systems, Remote Service Software, Enterprise Software Applications, Cloud Platform System, Office365
- **Published:** June 28, 2026
- **Apply:** https://www.juju.com/job/00000000gbxkoe

## About the Role

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.)

## 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., 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.


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