Global IT Support Team Lead - Incident & SLA Champion

Insight Global (United States); Denton (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Insight Global in Denton, TX seeks a Workplace Support Team Leader to guide the IT support team and coordinate incident management for the SEP US organization. You will ensure high-quality IT services, SLA compliance, and information security adherence across teams.

The role requires 5+ years in workplace/Desktop support, leadership in a large enterprise, ITSM proficiency, and strong communication with executives.

Qualifications

• 5+ years of hands-on workplace/Desktop support.
• Leadership experience in a large enterprise environment.
• Proficient in ITSM best practices and executive communication.
• French or Spanish proficiency.
• CCNA or Security certifications; project/risk management experience.

Responsibilities

• Lead, supervise, and support the IT support team to ensure efficient service delivery.
• Coordinate IT projects and support activities to meet business objectives.
• Assign tasks, prioritize workloads, and monitor team performance.
• Act as escalation point for major incidents and coordinate response activities.
• Prepare and deliver incident reports, analytics, and performance metrics.
• Oversee LAN administration and support activities.
• Maintain accurate documentation of processes, incidents, and inventory records.

Skills

Leadership

ITSM practices

Executive communication

French or Spanish

Incidents & escalation

Tools

Intune/SCCM/MECM

Active Directory/Azure AD

LAN networking

Security tools

CCNA/Security certifications

Job description

Insight Global in Denton, TX seeks a Workplace Support Team Leader to guide the IT support team and coordinate incident management for the SEP US organization. You will ensure high-quality IT services, SLA compliance, and information security adherence across teams.

The role requires 5+ years in workplace/Desktop support, leadership in a large enterprise, ITSM proficiency, and strong communication with executives.