Desktop Support Lead (New York)

Support Ticket Management

Manage the day-to-day IT support queue to ensure prompt and effective resolution of employee issues, routing, and escalation paths

Continuously improve the ticketing process to reduce resolution times and improve service quality.

Track, analyze, and report on ticket trends to identify recurring problems and develop preventive solutions.

Employee Onboarding and Offboarding

Ensure seamless IT onboarding / offboarding experiences by provisioning and deactivating access to tools such as Google Workspace, Okta, Zoom, and Jira.

Maintain standardized checklists and collaborate with HR and other departments to ensure all onboarding tasks are completed.

Hardware Procurement and Asset Management

Procure, configure, and distribute IT hardware (laptops, monitors, accessories) for new and existing employees in the EMEA region and coordinate with providers in other regions.

Maintain accurate hardware inventory and manage asset lifecycle documentation.

Vendor Management

Collaborate with local and global vendors for hardware procurement, repair, and software licensing needs.

Negotiate vendor contracts and ensure service delivery meets SLA standards and company requirements.

Technical Expertise & Support

Serve as a go-to expert for resolving advanced technical issues and providing support to both technical and non-technical teams.

Stay updated on emerging technologies and assess their relevance for improving IT operations.

IT Operations, Process Optimization & AI Innovation

Identify inefficiencies in IT workflows and lead initiatives for automation using AI-enhanced tools like chatbot assistants, self-healing systems, or predictive analytics.

Drive adoption of AI-powered solutions across IT operations, including AI-driven support triaging, anomaly detection, and ticket deflection.

Evaluate emerging AI technologies and assess their potential impact on internal IT systems and processes.

Collaborate with internal teams and stakeholders to pilot and implement smart technologies that improve employee experience and operational efficiency.

Maintain up-to-date documentation for IT processes, ensuring transparency and compliance with industry standards.

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 / .

Knowledge of scripting, low-code platforms, or integration tools is a plus.

5+ years of experience in IT operations, service delivery, or related roles.

Advanced knowledge and hands-on experience with :

o Google Workspace

o Okta

o Jira or other ITSM systems

o Zoom

o A / V Technologies

Strong understanding of IT asset lifecycle management, ticketing systems, and user access provisioning.

Demonstrated ability to manage IT processes across hybrid and distributed work environments.

Experience with vendor negotiations and contract management.

Excellent analytical, communication, and interpersonal skills.

Strong organizational abilities with the capability to handle multiple initiatives and prioritize effectively.

Interest in innovation, with a track record of driving tech-enabled improvements.

Bachelors degree in Information Technology, Computer Science, or a related field.