Job Description Team Management: o Lead, mentor, and manage a team of Tier One and Tier Two support technicians. o Conduct regular performance reviews and provide feedback. o Develop and implement training programs to enhance team skills and knowledge.  Service Delivery: o Oversee daily operations of the service desk to ensure timely and effective resolution of support requests. o Monitor and manage service desk performance metrics and KPIs. o Ensure adherence to service level agreements (SLAs) and quality standards.  Process Improvement: o Identify areas for process improvement and implement best practices. o Collaborate with other IT teams to streamline workflows and enhance service delivery. o Utilize ServiceNow to automate and optimize service desk processes.  Customer Support: o Act as an escalation point for complex or high-priority issues. o Maintain strong relationships with clients and stakeholders. o Ensure customer satisfaction through proactive communication and follow-up. Ticket Management: Monitor the ticketing queue in ServiceNow, ensuring timely assignment, resolution, and closure of incidents and requests. SLA Compliance: Ensure all incidents and requests meet the agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Escalation Management: Manage and coordinate escalations for critical incidents or service disruptions. Platform Optimization: Work closely with ServiceNow administrators to optimize workflows, automate repetitive tasks, and ensure the platform aligns with business needs. Reporting & Analytics: Generate and analyze reports from ServiceNow on ticket volumes, resolution times, SLA compliance, and customer satisfaction to identify trends and areas for improvement. Knowledge Base Management: Maintain and improve the knowledge base to support first-call resolution and empower users with self-service options. Performance Reviews: Conduct regular evaluations of team performance based on KPIs and customer feedback. User Satisfaction: Monitor user satisfaction metrics in ServiceNow and implement strategies to enhance the end-user experience. Cross-Functional Coordination: Work with other IT teams (e.g., infrastructure, security, application support) to resolve complex incidents and improve service delivery. 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 MUST HAVE:  Bachelors degree in Information Technology, Computer Science, or a related field.  5+ years of Service Desk management.  Strong leadership and team management skills. o Oversee team of 5+ individuals  Proficiency in using ServiceNow or similar IT service management (ITSM) tools. o Provide insight in automation opportunities  Proficiency with Microsoft stack o 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. 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.