Service Desk Manager

Job Description A client is seeking a Service Desk Manager in the Birmingham, AL area. You will be responsible for overseeing Service Desk support for our diverse customer base (primarily remote/by phone, with occasional on-site visits). Reporting to senior IT management, the role includes providing internal team support and mentorship, as well as hands-on support and relationship management for our customers. To succeed in this role, you should have experience with:

•  Maintaining large-scale computer systems
•  Creating and maintaining servers (virtual and/or physical)
•  Working with networking systems
•  Troubleshooting complex technical issues Responsibilities
•  Work with senior management to adapt, create, and lead continuous improvement programs within the team
•  Maintain ongoing customer relationships
•  Manage and mentor a team of Service Desk Technicians & Systems Administrators
•  Create, manage, and maintain reports (internal and customer requested)
•  Monitor and assign tickets to the team
•  Maintain SLAs and SLRs through timely ticket assignment
•  Manage escalations and provide timely communications to all parties
•  Oversee internal escalations and manage the relationship with the Engineering Team
•  Provide hands-on support for clients, leading the team by example
•  Create, expand, and maintain documentation as necessary
•  Enforce policies and procedures and oversee training 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 HR@insightglobal.com.

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https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements 7-10 years experience in service desk/ helpdesk roles 3-5 years experience managing or leading small/medium-sized teams Experience working within an MSP environment or with an MSP and understanding the challenges of supporting multiple diverse customers Experience with ticketing systems (ServiceNow preferred) Hands-on experience with both hardware and software (MS Office, O365, Outlook, etc.) Experience building and maintaining end-user workstations Network troubleshooting skills (TCP/IP, basic WAN/LAN troubleshooting) Experience maturing/ evolving processes, metrics, and team members Experience automating manual processes Veterinarian or healthcare industry experience