Service Desk Manager

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.

Required Skills & Experience:

• 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

Nice to Have Skills & Experience:

• Bachelor’s degree, preference in Computer Science

• ServiceNow Ticketing experience

• Masters Degree

• Experience supporting a global