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Service Desk Manager
Service Desk ManagerInsight Global • Cleveland, OH, United States
Service Desk Manager

Service Desk Manager

Insight Global • Cleveland, OH, United States
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Position : Service Desk Manager

Location : Mayfield Heights, OH 44124 (4 days onsite, 1 day remote)

Salary : $ 125,000 - $135,000 with 12.5% bonus

Must Haves :

  • Bachelor’s degree, preference in Computer Science
  • 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
  • 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

Preferred Qualifications :

  • ServiceNow Ticketing experience
  • Masters Degree
  • Experience supporting a global team

    • Day-To-Day :

    Insight Global is looking for a Service Desk Manager to work for one of our Fortune 250 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. For any technical issues that cannot be resolved, the team will be escalating to Tier 2.

    Additionally, they will be responsible for :

  • Implementation and Maintenance of IT Systems and Services
  • Efficiency and Effectiveness of Systems
  • Creation of IT Standards
  • Identification of IT Deficiencies
  • Management of Personnel and Resource Needs
  • Staff Training and Development
  • Project Management
  • Training and Education
  • Personnel and Resource Needs Management
  • Planning and Scheduling of IT Capabilities
  • Organizational Improvement Recommendations
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    Service Desk Manager • Cleveland, OH, United States

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