Workplace Support Team Lead

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

Job Description

The Workplace Support Team Leader is responsible for leading and coordinating the IT support team to ensure the delivery of high-quality IT services across the SEP US organization. This role oversees incident management, user support, local infrastructure administration, compliance with Service Level Agreements (SLAs), and adherence to Information Security (IS) standards.

Essential Duties and 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.
• Foster a culture of customer service excellence, accountability, and continuous improvement.
• Act as the escalation point for major incidents and coordinate response activities.
• Coordinate cross-functional teams and stakeholders during complex or transverse incidents.
• Communicate incident impacts, progress, and resolution status to end users and technical teams.
• Prepare and deliver incident reports, analytics, and performance metrics.
• Proactively identify recurring issues and drive problem management initiatives to prevent future incidents.
• Supervise user account administration, including provisioning, modifications, and access controls.
• Support compliance with information security standards, policies, and procedures.
• Oversee Local Area Network (LAN) administration and support activities.
• Maintain accurate documentation of processes, incidents, and inventory records.
• Adheres to safe work practices and contributes to the evolution of the health, safety, and environmental program and culture;
• Regular, predictable attendance is required;
• Other duties may be assigned.

Skills and Requirements

• 5+ years of experience with hands-on workplace/Desktop support
• background in leadership for large enterprise environment-Tool: (Intune/SCCM/MECM) , Active Directory/Azure AD, Networking (LAN), Security tools-Ability to Travel internationally 5-6 weeks out of the year (US/Mexico/Canada)
• Solid understanding of ITSM best practices
• Need a great communicator that can work with executives on status updates
• French or Spanish proficiency
• CCNA/Security certifications
• Project/risk management experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].