Job Description • Leadership & Oversight:   ○ Manage a team of 8+ service desk professionals, including a supervisor and team lead.   ○ Oversee day-to-day operations across daytime, evening, and overnight shifts.   ○ Provide escalation support and ensure consistent service quality across all teams.  • Transformation & Tooling:   ○ Lead the upgrade and implementation of ITSM tools (currently using Ivanti; evaluating alternatives).   ○ Drive workflow improvements, waste assessments, and process optimization.   ○ Champion the adoption of AI agents and automation within the service desk.  • Service Management:   ○ Oversee IT Service Management functions including Incident Management, Change Management, and Access Management.   ○ Develop and execute strategy and planning initiatives aligned with business goals.   ○ Monitor and report on KPIs and performance metrics to ensure continuous improvement.  • Customer Experience:   ○ Prioritize customer delivery and satisfaction in all service desk activities.   ○ Collaborate with cross-functional teams to enhance service quality and responsiveness.  • Collaboration & Communication:   ○ Work closely with third-party teams (e.g., MyChart support) to ensure seamless service transitions. Communicate effectively with stakeholders and provide regular updates on transformation progress. 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 opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements • Proven experience in IT Service Management and Service Delivery leadership.  • Strong understanding of ITSM frameworks and tools (Ivanti or similar).  • Demonstrated success in leading transformation initiatives and tool upgrades.  • Excellent communication, strategic planning, and team management skills.  • Familiarity with AI-driven service desk solutions is a plus.