What are the responsibilities and job description for the Service Manager position at Insight IT, LLC?
The Service Desk Manager is at the heart of Insight IT’s commitment to exceptional service delivery. Driven by a love for managed services, helping people, and data, this leader ensures the seamless operation of the service desk while fostering a culture of excellence, collaboration, and client satisfaction. They inspire and guide the service desk team, acting as both a visionary leader and a hands-on contributor. With a focus on optimizing team performance, managing escalations, and leveraging data-driven insights, this individual continuously improves service operations to align with our mission of delivering secure and transformative IT solutions.
Description
Job Description
Are you ready to be part of something amazing? At Insight IT, we’re building a managed services team like no other, and we need a Service Desk Manager who shares our passion for empowering people, driving growth, and creating secure IT solutions that help businesses thrive.
This isn’t just a job—it’s a chance to lead, inspire, and shape a team of talented professionals in a fast-growing company with a focus on cybersecurity. If you love data, KPIs, and ITIL best practices, and are eager to set and smash ambitious goals, we want you on board!
What You’ll Do
Lead and Build an Amazing Team
- Foster a collaborative, supportive environment where team members can thrive.
- Coach, mentor, and develop team members, turning potential into performance.
- Help create and achieve personal and team goals, celebrating every win along the way.
Drive Service Excellence
- Oversee the service desk operations to ensure clients get the support they need, when they need it.
- Track and analyze KPIs, using ITIL standards to drive continuous improvement.
- Be the go-to person for managing help desk tickets, and working through escalation management.
Help Clients Succeed
- Work closely with clients to understand their needs and ensure we deliver top-notch service.
- Communicate updates proactively, making sure clients always feel informed and valued.
- Act as a trusted advisor, showing clients how secure, innovative IT solutions can transform their business.
Focus on Security and Innovation
- Lead with a cybersecurity-first mindset, ensuring client data and operations are protected.
- Work with leadership to improve and expand our service offerings.
- Stay ahead of industry trends to keep Insight IT at the cutting edge of managed services.
What You Bring to the Table
- A love for managed services, technology, and helping people.
- Strong leadership skills and a track record of building high-performing teams.
- A knack for solving problems and making data-driven decisions.
- Experience with tools like ConnectWise, remote monitoring systems, and ITIL best practices.
- Stellar communication and organizational skills.
Requirements
- Minimum 5 years in IT or managed services.
- At least 3 years in a leadership or management role.
- Professional IT certifications (e.g., Microsoft MCP, Cisco CCNA) are a bonus.
- A drive to grow, learn, and be part of something extraordinary.
Why You’ll Love Working Here
- Salary and performance-based bonuses.
- Health, vision, and dental benefits.
- Opportunities for professional development and career advancement.
- A fun, collaborative culture where your ideas matter.
- A front-row seat to watch your work make a difference—for the team and our clients.
Ready to take the lead and make an impact?
Join Insight IT in Centerville, Utah, and be part of a team that’s shaping the future of managed services.