Service Desk Lead - 24/7 IT Support & ServiceNow

Insight Global; Omaha (NE); On-site; USD 65,000 - 95,000; Full time

Job summary

Insight Global is seeking a Service Desk Supervisor to lead a developing IT Service Desk team, driving service quality and agent development. You will review calls and tickets for SLA adherence, coach staff, and craft KPI dashboards to track performance.

The ideal candidate has prior service desk or IT support supervisory experience, strong ITIL knowledge, and hands-on ServiceNow expertise. Excel reporting and familiarity with executive support are a plus, with a proactive, ownership-driven

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or equivalent relevant experience.
• Prior experience in a Service Desk or IT Support role, including escalation handling.
• Demonstrated people leadership or supervisory experience.
• Strong understanding of ITIL based service management.
• Experience managing high volume, 24x7 support environments.
• Excellent verbal and written communication skills.
• Strong problem solving, organizational, and decision making abilities.
• Experience working with ITSM platforms (e.g., ServiceNow).
• Certifications such as ITIL, CompTIA A+, Network+, Security, Microsoft (MCSA/MCSE).
• Experience supporting executive users.
• Experience leading or influencing shift-left initiatives.
• Familiarity with identity and access support processes.

Responsibilities

• Oversee a developing IT Service Desk team and drive service quality.
• Coach service desk agents and review calls and ticket documentation for quality and SLA adherence.
• Identify development opportunities and create agent reporting, KPIs, dashboards, and performance statistics.
• Escalate key issues to leadership and monitor trends for continuous improvement.

Skills

People leadership

Service desk supervision

Communication

Problem solving

Organizational skills

Decision making

Education

Bachelor’s degree in Information Technology or Computer Science

Associate’s or Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

ITSM platforms

Excel reporting

Microsoft Copilot

Job description

Insight Global is seeking a Service Desk Supervisor to lead a developing IT Service Desk team, driving service quality and agent development. You will review calls and tickets for SLA adherence, coach staff, and craft KPI dashboards to track performance.

The ideal candidate has prior service desk or IT support supervisory experience, strong ITIL knowledge, and hands-on ServiceNow expertise. Excel reporting and familiarity with executive support are a plus, with a proactive, ownership-driven