Information Technology Help Desk Manager Job at Insight Global, Enfield, CT

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  • Insight Global
  • Enfield, CT

Job Description

We are seeking a dynamic and results-driven Interim Help-Desk Operations & Scaling Leader to oversee and optimize our help desk operations during a critical growth phase. This role is ideal for a seasoned operations leader—potentially from a manufacturing or high-volume service environment—who excels at scaling teams, streamlining workflows, and implementing sustainable support structures.

Key Responsibilities:

  • Lead day-to-day operations of the help desk, ensuring timely and effective resolution of support tickets.
  • Assess current support workflows and implement scalable processes to improve efficiency and service quality.
  • Develop and track KPIs to measure team performance and customer satisfaction.
  • Collaborate cross-functionally with IT, HR, and business units to align support operations with organizational goals.
  • Mentor and coach help desk staff, fostering a culture of accountability and continuous improvement.
  • Identify and implement automation opportunities and self-service tools to reduce ticket volume.
  • Manage vendor relationships and ensure compliance with SLAs.
  • Provide regular reporting to senior leadership on operational performance and scaling progress.

Qualifications:

  • Proven experience in operations leadership, preferably in a high-volume or manufacturing environment.
  • Demonstrated success in scaling teams or departments.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal abilities.
  • Familiarity with help desk software and ITSM tools is a plus, but not required.
  • Ability to thrive in a fast-paced, change-oriented environment.

Job Tags

Interim role,

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