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Job Description

The Manager, IT Services leads end-user support, service delivery, and supports IT operations with a focus on enhancing experience, improving efficiency, and optimizing processes. This role oversees endpoint management, onboarding, identity platforms, hardware lifecycle, and IT documentation, while managing offshore service desk performance and escalations. Partnering with IT Security, Infrastructure, and business teams, the manager drives automation, reduces complexity, and ensures consistent, high-quality support across the organization.

ESSENTIAL FUNCTIONS

May perform any or all of the following duties:

Owns the administration and strategic development of the ServiceNow platform, including incident, request, change, asset, and knowledge management modules to drive ITSM maturity and process automation.

Leads configuration and optimization of workflows, SLAs, and service catalogs to enhance end-user experience, improve ticket resolution efficiency, and support continuous service improvement initiatives.

Partners with cross-functional teams and offshore support to maintain data integrity, reporting, and integrations, ensuring platform stability, compliance, and alignment with organizational goals.

Owns and cultivates end-user computing/support experience as well as process improvement/automation and continual service improvement.

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 [email protected] 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

4+ years of experience in a technical leadership role specific to ServiceNow

Knowledge of MS Windows, current and legacy OS versions

Experience with vendor management

Experience with one or more RMM/Endpoint management Platforms (Kaseya VSA, ConnectWise, SolarWinds N-Central, etc.)

Excellent diagnostic and troubleshooting skills, with attention to detail

Must have advanced understanding of cloud services, datacenter infrastructure, networks, and telecommunications

Strong analytical and organizational skills and have the ability to identify/implement process improvement strategies with positive business results Comp TIA A+ Certification and MCSE Certification preferred

Audio/Visual and conferencing equipment experience preferred