• Service Desk Manager

    Insight Global (Denver, CO)


    Job Description

    One of our client's is seeking a Service Desk Supervisor who will be responsible for overseeing, training, and developing the day-to-day operations of the service desk team to ensure KPI targets are met in supporting client IT environments. This includes direct supervision of Level 1 through Level 3 support engineers, ensuring adherence to customer SLO/SLA commitments, and analyzing and reporting on KPI metrics. The role requires strong technical expertise across internal systems and proficiency in tools such as ConnectWise, Ninja RMM, IT Glue, and related platforms. Familiarity with network components—including firewalls, switches, servers, laptops/desktops, and wireless access points—is essential, with experience in Fortinet products preferred. Additional responsibilities include process documentation, conducting training sessions, and driving efficiency improvements in IT client support. Exceptional communication skills, both internal and external, are critical for success in this position. This is a direct hire role paying $100,000 salary dependent on experience.

     

    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

     

    2+ years of experience in an MSP environment or as a Support Desk Supervisor/Manager

     

    Associate degree in Information Technology, Computer Science, Engineering, or a related field

     

    Hands-on experience with ticketing systems (preferably ConnectWise), knowledgebase tools like IT Glue, and familiarity with RMM platforms.

     

    Strong understanding of service desk operations and ITIL concepts, particularly service operations.

     

    Skilled in creating and maintaining process documentation; capable of driving operational efficiency.

     

    Certifications: Network+, A+, MS-900 or AZ-900 preferred; Windows 10/11 proficiency. Willingness to pursue certifications supported by company-provided time and financial assistance. Network+, A+, MS-900 or AZ-900 preferred; Windows 10/11 proficiency