Senior Desktop Support Team Lead - Global Onsite Expert

Insight Global; Alpharetta (GA); On-site; USD 90,000 - 125,000; Full time

Job summary

Insight Global is seeking a Senior Support Technician to join our Global Level 2 Onsite Support team at Alpharetta, GA.

You will own complex incidents, drive RCA and problem management, mentor peers, and partner with engineering, vendors, and stakeholders to improve service quality and user experience.

This hands-on role is designed for someone ready to step into a larger, more visible position within a global enterprise while staying close to the technology.

Qualifications

• 5-10+ years of experience in workplace technology.
• Experience with ITSM platforms such as ServiceNow.
• Strong understanding of Incident, Problem, and Change Management.
• Experience supporting senior stakeholders and VIP users.

Responsibilities

• Lead technical investigations for complex, recurring, and high-impact issues.
• Act as the senior escalation point within the Level 2 support team.
• Drive Root Cause Analysis (RCA) and Problem Management activities.
• Identify recurring issues and deliver long-term solutions.
• Mentor and support other engineers.
• Partner with engineering teams, vendors, and stakeholders to deliver excellent support services.

Job description

Insight Global is seeking a Senior Support Technician to join our Global Level 2 Onsite Support team at Alpharetta, GA.

You will own complex incidents, drive RCA and problem management, mentor peers, and partner with engineering, vendors, and stakeholders to improve service quality and user experience.

This hands-on role is designed for someone ready to step into a larger, more visible position within a global enterprise while staying close to the technology.