Job Description Our client is looking for a Level 2 Team Lead to join their office. This resource will be responsible for the day to day operation of the Service Desk Level 2 support team as well as the direct report management of both the Level 2 Support Technician and Senior Level 2 Support Technician positions as applicable. This individual manages the Level 2 ticket queue, provides direction, coaching and training to the Level 2 team, conducts regular 1-on-1 and team meetings and oversees the successful delivery of both team and individual oriented strategic objectives and assigned goals. Additionally, this individual is tasked with meeting the weekly and monthly reporting commitments as required by client and internal stakeholders. The Level 2 Team Lead is involved with client implementation by participating in the documentation gathering process, system access, reporting verification and training leading to the successful launch of the client.This individual is further responsible for handling PC and mobile device tickets from a support queue in a timely manner, monitoring service delivery of the overall Level 2 team and assisting client end-users with various advanced systems issues.  Provide direct report management for the following positions as applicable: o On-Site Level 2 Service Desk Agent  Conduct 1-on-1 and team meetings with direct reports  Oversee successful delivery of both team and individual strategic objectives and assigned goals  Track performance related events monthly and deliver yearly performance assessment (PAS) reviews to direct reports  Deliver on weekly and monthly reporting commitments as required by client and internal stakeholders  Participate in documentation gathering, access and reporting verification and training leading to the successful launch of the Level 2 client.  Review the On-Site Level 2 team work queue including: o Monitor dashboard reports and oversee that tickets are handled in a timely fashion o Monitor activity levels of team members and act when appropriate o Direct and/or assign team members to work on specific tickets or other service delivery responsibilities.  Provide position training and coaching to team members  Respond to incidents assigned to the Level 2 ticket queue and resolve client problems via telephone or in person  Provide level 2 technical support including: o General Windows troubleshooting including Windows 10 and 11 OS, Printers, Microsoft Office, and Microsoft Teams o General Network troubleshooting including Wi-Fi, VPN, and Ethernet connections o Mobile Device support for apps including email, MFA, and Intune o Follow and execute documentation regarding configurations in Microsoft Azure including MIM/PIM groups, security groups, and access permission o Manage configurations to Exchange including, converting shared mailboxes, creating and editing distribution lists, and processing quarantined emails o Manage Active Directory tasks including creating and configuring accounts o Evaluate security threats via Carbon Black including managing trusted partners lists, triaging detected risks, and mitigating compromised accounts  Document client incidents in a ticket management system  Analyze, resolve, track, escalate and accurately document various technical problems 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .     To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements 5+ years of hands-on desktop support experience  3+ years of team leadership experience in an IT environment  Microsoft Office (i.e. Word, Excel, PowerPoint, Access)  Microsoft Outlook  Manage Configurations to Office365 Exchange Online: converting shared mailboxes, creating and editing distribution lists, and processing quarantined emails  Microsoft Windows, macOS, Android and iOS Operating Systems  General Network Troubleshooting: Wi-fi, Virtual Private Networking (VPN), ethernet connections, Citrix  Active Directory: user account changes, creation, configuration . null 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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.