• Service Desk Manager

    Insight Global (Mayfield Heights, OH)


    Job Description

    Insight Global is looking for a Service Desk Manager to work for one of our top clients in Cleveland, OH. This person is going to be managing a global team of Tier 1 support. They will be responsible for leading the Global Service Desk. There will be two leads that will be reporting into this individual; there will also be roughly 20 total individuals on the team altogether. This person will be responsible for coaching, developing, and general oversight of the Tier 1 Service Desk. The team will be receiving tickets through ServiceNow and responsible for either handling or escalating tickets. Technical issues that can not be resolved, the team will be escalating to Tier 2. This role is roughly 100-130K annually.

     

    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

    • 10+ years of technical experience

    • Experience supporting an infrastructure environment

    • Preference to Help Desk or Service Desk

    • Experience managing a team and having direct reports

    • Experience with a global enterprise team

    • Professionalism: Excellence, timeliness and completeness of work, responsible; team attitude, quality of presentation.

    • Managerial skills: Supervision and coaching, customer service, planning, organization, oral /written communication • Bachelor’s degree, preference in Computer Science

    • ServiceNow Ticketing experience

    • Masters Degree

    • Experience supporting a global