Service Desk Manager

Insight Global; Beverly Hills (CA); On-site; USD 130,000 - 160,000; Full time

Job summary

An established industry player is seeking a Senior Technical Recruiter who will oversee both online service desk and on-site technical teams. This role is crucial for providing comprehensive IT support to staff across various venues and offices. With a strong technical background in Windows and Mac environments, the ideal candidate will leverage their ITIL certification and expertise in tools like Active Directory, Intune, and Office 365 to ensure efficient service delivery. If you are driven by problem-solving and customer-focused solutions, this position offers the opportunity to lead a team dedicated to continuous improvement and excellence in IT services.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k with Employer Matching

Paid Sick Leave

Paid Time Off

HSA Options

FSA Options

DCFSA Options

Qualifications

• 5-7 years managing customer service & remote IT support.
• Strong technical background in Windows and Mac environments.

Responsibilities

• Oversee online service desk and on-site technical teams.
• Ensure efficient service delivery focused on SLAs and issue resolution.

Skills

Customer Service Management

Remote IT Support

Active Directory

Intune

JAMF

Tanium

Office 365

Problem-Solving Skills

Technical Knowledge of Operating Systems

Experience with Zendesk

Education

ITIL Certification

Tools

Zendesk

Zoom

Slack

Teams

CrowdStrike

Job description

This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$130,000.00/yr - $160,000.00/yr

Senior Technical Recruiter at Insight Global

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.

Required Skills & Experience:

1. 5-7 years of experience managing customer service & remote IT Support
2. Extensive experience with Active Directory, Intune, JAMF, Tanium, and Office 365
3. Technical knowledge of operating systems, desktop applications (Windows 10 / MS Office / Office 365/ Server 2012_16 / Exchange / Mac OS X, 11, 12)
4. Sufficient understanding of VPN, Okta, Crowdstrike and other IT System tools to be able to explain on-going issues to Tier 2 & 3 teams
5. Previous experience of working with Zendesk & Zoom Contact center would be beneficial
6. Experience of cloud-based solutions including Office 365, Slack, Teams, Zoom
7. Ambition to grow in the IT industry

Compensation:

$130,000/hr to $160,000/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management

Industries

Entertainment Providers