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.