Team Lead - Services

Requisition Number: 96749 

Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.

• $30-$33 hourly
• Fulltime with benefits
• M-F 7-4 pm 
• Hybrid 2-3 days a week
• Minneapolis, MN Zipcode 55450

Key Responsibilities

• Unlock your potential as an IT Business Analyst/Sr. Technician and join our team at Insight today! We're seeking a talented individual to continuously review tickets in Service Delivery queues, ensuring that tickets are properly formatted, contain necessary information, and are escalated to appropriate support teams. As an IT Business Analyst/Sr. Technician, you'll be responsible for understanding the voice of the customer and driving customer satisfaction and engagement by identifying process and technology improvements based on data and industry best practices that drive a positive customer experience.
• Manage queues for tickets and emails within the teams to ensure process adherence of ITIL best practice and SLAs.
• Evaluate new tickets for completeness/accuracy of information, ensure correct priority and appropriate team are assigned.
• Participate in individual or team projects as assigned by the client.
• Manage aged tickets by escalating or reassigning to other resources.
• Engage and participate in customer IT Major Incidents – align to current customer process and able to participate in IT Major Incident events.
• Participate in Quality Assurance Reviews of select tickets.
• Work closely with all Supervisors to ensure SLAs are being adhered to.
• Understand the needs of client users to identify opportunities for improvement.
• Analyze available data to identify trends and establish recommendations for process and technology improvements based on industry best practices.
• Be contact point for difficult/undocumented tickets and liaise with client regarding correct procedure on given ticket.  This can include after-hours questions and escalations.
• Utilize customer credentials to align customer communication including email and calendar, customer process, and customer change awareness.
• Point of contact for customer experience and satisfaction surveys, engaging customers on resolution and engaging support teams with continuous process improvement opportunities.
• Ensure delivery aligns to customer business process, priority, and timelines with focus on continuous process improvement.
• Other tasks as assigned.

What you'll need to succeed

• Organized and Detail Oriented
• ITIL Foundation minimum certification required.
• Understanding or experience in Agile development methodology a plus.
• Knowledge of various operating systems including Windows, Linux, and Unix.
• Excellent interpersonal skills and professional demeanor with strong written and verbal communication skills.
• Strong customer service orientation & time management skills.
• Experience with Service Now required (background in L1/Service Desk processing experience a plus) .
• Proven analytical and problem-solving abilities.
• Ability to manage queues effectively to ensure balance and maintain continuity.
• Good written, oral, and interpersonal communication skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed with keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.
• Excellent troubleshooting skills and the ability to document findings.
• Experience managing multi-platform and client impacting issues.
• Ability to understand complex business processes and technical environments.

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: Minneapolis || Minnesota (US-MN) || United States (US) || IT Infrastructure & Support || None || US - Minneapolis, MN ||