Insight Job - 30161475 | CareerArc
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Company: Insight
Location: New York, NY
Career Level: Associate
Industries: Technology, Software, IT, Electronics


Requisition Number: 73968

Insight is adding to our Managed Services team to work onsite at our client in Clifton, NJ.  We are hiring multiple Desktop Support Leader with a strong ITIL foundation background for a Wednesday to Saturday overnight shift.  In this role, you’ll be responsible for executing the ITIL Service Operation processes of incident, major incident, request and communication management supporting Operations in a 24x7x365 environment to ensure the delivery of IT services according to identified objectives and agreed to service levels. 


What You’ll Need:

  • 8+ years of experience in increasingly complex roles supporting end users
  • Proven leadership experience with outstanding interpersonal and communication (written & oral) skills
  • ITIL Foundation V3 Certification preferred with experience implementing IT service operations processes: incident management, problem management, request fulfillment, access management, etc.
  • Experience in working with managed service providers for IT operations support
  • Experience managing the delivery of end-user services, and the support of the desktop application and security stack
  • Demonstrated experience in working within a global organization
  • Bachelor’s degree in Computer Science or related degree preferred, or a combination of education, training, and work experience

What You’ll Do:

  • Execute on the incident and major incident process as established to ensure the adherence to goals for delivering IT services within SLA’s
  • Act as the IT communications manager, responsible for executing established processes for communication and follow-up communications.
  • Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.
  • Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards, and power supplies
  • Responsible for technical support of the end user for the Corporate Service`s environment including supporting desktop, software, hardware, peripherals, and end-user services as directed.
  • Maximize use of the current IT Service Management tools to accurately identify each incident, request, problem, change, or asset record while ensuring accurate documentation is entered for each record
  • Research reported problems as assigned to determine the background, current state, identify the root cause or known error and identify escalation team as requested
  • Drive optimization of the knowledge management tools to enable quick resolution for known errors, configurations, and common issues
  • Responsible for preparing weekly/monthly reporting on IT service delivery metrics and key performance indicators
  • Ensure that incident, major incident and request management procedures are adhered to by monitoring metrics, providing training and coaching to team members
  • Work closely with all IT Engineering and Operations teams including Productivity, Infrastructure, Network, Engineering, Voice and Conferencing, Collaboration, Corporate Services, and IT Information Security to ensure that all end users are supported.


The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.


Internal teammate application guidelines:

  • Meet the minimum qualifications and requirements of the position;
  • Have completed twelve (12) months service in their current position; six (6) months of service in warehouse roles;
  • Not be under a disciplinary evaluation or suspension period;
  • Have satisfactory performance in their current position;
  • Have their current manager/supervisor recommendation


Do you know someone who would make a great Insight teammate?

Referrals are the best way to build quality teams – and a great way for you to earn a little extra cash. Please visit the Teammate Referral Policy page on Inside.Insight to find out how you can refer someone to this job at Insight.


Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.


Posting Notes: Clifton || New Jersey (US-NJ) || United States (US) || None || None || US - New York, NY ||


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