Job Description The Service Desk Supervisor is responsible for managing the day-to-day operations of the service desk, including Level 1 support ensuring that customer service standards are met, and that the service desk team is providing timely and effective support to end-users. This role includes Level 1 support teams. Key responsibilities of a Service Desk Supervisor includes:    Overseeing the service desk team and managing their performance    Developing and implementing service desk policies and procedures    Ensuring that service level agreements (SLAs) are met.    Monitoring and analyzing service desk performance metrics.    Identifying areas for improvement and implementing changes to enhance service delivery.    Managing the escalation of complex or high-priority incidents    Collaborating with other IT teams to ensure seamless service delivery.    Providing regular reports to senior management on service desk performance.    Help to manage overall prioritizations between production incidents/problems, release management, upgrades, and new application implementation.    Track and report on metrics for tickets assigned to and handled by the Application Support team.    Serve as a point of escalation for customer incidents; ensuring the appropriate resources are engaged for timely action and proper traction.    Lead and triage incidents and service requests assigned to team queues in SysAid.    Track progress of assigned tickets with a focus on meeting delivery deadlines and SLAs.    Develop knowledge management database for employee self-service of incidents, and knowledge transfer for offsite support team.    Balance the workload of service requests and the headcounts of support team. Continuous improvement to the Service Desk ticketing system format for better clarity of the requirement and to reduce processing cycle time. 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 3+ years of experience managing a service desk, preferably at a financial institution.   Strong capacity to build and work with teams and collaborate across functions and breakdown silos.   Strong business results orientation to understand business needs and deliver value and high-quality results.   Strong problem-solving skills and experience performing cause and effect analysis.   Must be well-organized and able to work on and manage multiple concurrent projects.   Manage administrative tasks in relation to team members (timecard approvals, Personal/Vacation requests, budget requests);   Strong analytical and communication skills. Strong interpersonal and communication skills. Service Desk Supervisor at a Financial Institution Working in a regulated environment, particular healthcare is helpful but not required. null 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. 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 HR@insightglobal.com.