Service Desk Manager Job at Insight Global, Zionsville, IN

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  • Insight Global
  • Zionsville, IN

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.

Job Tags

Permanent employment, Contract work, Immediate start, Remote job, Monday to Friday,

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