What are the responsibilities and job description for the IT Service Delivery Manager position at Insight Global?
Job Description
THE TEAM :
The IT Support team is the first point of contact with the computer users across the Live Nation Entertainment enterprise. They are responsible for ensuring these employees can work effectively and continuously by providing desktop and workplace IT support services aligned with business need and expectation 24 / 7 365 days a year.
THE JOB :
This role oversees both online service desk and on-site technical teams (~25), providing hardware, software, and general IT support to staff across venues and offices. Using their ITIL certification, strong technical background in Windows and Mac environments, and expertise in Active Directory, Tanium, CrowdStrike, Intune, O365, and JAMF (with Zendesk experience preferred), they are responsible for ensuring efficient service delivery focused on SLAs, resolving high-severity issues, and delivering end-user-focused solutions.
They will lead their team in logging, tracking, and resolving issues, while maintaining up-to-date records in tools like Zendesk. The ideal candidate has strong problem-solving and customer-focused skills, with the ability to manage escalations and drive continuous improvement in IT service delivery.
This position is based in Beverly Hills, with potential for occasional remote work upon approval.
WHAT YOU WILL BE DOING :
Service Desk Management :
o Oversee the daily operations of the online service desk and on-site support teams.
o Implement and manage ticketing systems, preferably Zendesk, to track and monitor service desk performance.
o Ensure timely resolution of service requests and incidents in line with Service Level Agreements (SLAs).
o Develop and enforce service desk policies, procedures, and standards.
Technical Leadership :
o Provide expert guidance and support for Windows and Mac operating systems.
o Lead the management and resolution of high-severity incidents and problem reports.
o Oversee the administration of Active Directory, Intune, Office 365, Tanium, and CrowdStrike environments.
o Manage device management platforms like JAMF for Mac devices.
Process Improvement :
o Implement and promote ITIL best practices to enhance service delivery processes.
o Continuously assess and improve IT service processes to increase efficiency and effectiveness.
o Identify automation opportunities to streamline service delivery.
o Develop and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Team Management :
o Lead, mentor, and develop the service desk and on-site technical support teams.
o Conduct regular performance evaluations and provide constructive feedback.
o Organize training programs to keep the team updated on the latest technologies and methodologies.
o Foster a customer-centric culture within the team.
Security and Compliance :
o Ensure all IT services comply with company policies and industry regulations.
o Work closely with the cybersecurity team to manage security tools like CrowdStrike and Tanium.
o Implement security protocols to protect company data and assets.
o Conduct regular audits and assessments to ensure compliance.
Budgeting and Resource Allocation :
o Develop and manage the IT service delivery budget.
o Optimize resource allocation to maximize efficiency and reduce costs.
o Evaluate and recommend new tools and technologies to improve service delivery.
Reporting and Documentation :
o Generate regular reports on service desk performance, incident resolution times, and SLA compliance.
o Maintain comprehensive documentation of IT processes, procedures, and configurations.
o Present findings and recommendations to senior management.
Disaster Recovery and Business Continuity :
o Develop and implement disaster recovery plans for critical IT services.
o Ensure business continuity through proactive risk management and contingency planning.
o Regularly test and update recovery procedures.
Asset Management :
o Oversee the inventory and lifecycle management of IT assets, including hardware and software.
o Ensure compliance with software licensing agreements and regulations.
o Implement asset tracking systems to monitor usage and allocation.
Customer Satisfaction :
o Monitor user feedback and implement strategies to improve customer satisfaction.
o Address escalated customer issues promptly and effectively.
o Conduct surveys and analyze data to identify areas for service improvement.
Regulatory Compliance :
o Stay updated on relevant laws, regulations, and industry standards.
o Ensure all IT services and practices comply with legal and regulatory requirements.
Innovation and Strategy :
o Stay abreast of emerging technologies and industry trends.
o Develop and implement strategies to leverage new technologies for improved service delivery.
o Encourage a culture of innovation within the IT team.
Soft Skills :
o Strong customer service orientation with exceptional communication skills.
o Outstanding problem-solving and analytical capabilities.
o To treat all employees and colleagues with respect and to demonstrate a commitment to Live Nation Entertainments Equal Opportunities Policy.
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 .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy : .
Skills and Requirements
5-7 years of experience managing customer service & remote IT Support
Extensive experience with Active Directory, Intune, JAMF, Tanium, and Office 365
Technical knowledge of operating systems, desktop applications (Windows 10 / MS Office / Office 365 / Server 2012_16 / Exchange / Mac OS X, 11, 12)
Sufficient understanding of VPN, Okta, Crowdstrike and other IT System tools to be able to explain on-going issues to Tier 2 & 3 teams
Previous experience of working with Zendesk & Zoom Contact center would be beneficial
Experience of cloud-based solutions including Office 365, Slack, Teams, Zoom
Ambition to grow in the IT industry null
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 employment opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and / or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
