Help Desk Team Lead

Help Desk Team LeadDuration: 12 month ongoing contract!Location: Onsite Mon-Fri in Midtown ATLSchedule: Mon-Thurs 8am-5pm, Fri 8am-3pm A large client of Insight Global is hiring for an IT Help Desk Lead Analyst to join their team. This team provides technical support to the company's internal employees -- think Genius Bar style – inside the company's headquarters building. The Lead will be responsible for overseeing daily operations of the IT Help Desk team. This include ensuring timely and effective resolution of technical issues and driving continuous improvement initiatives. This role combines leadership, technical expertise, and customer service skills to maintain high-quality support for end-users across the organization. You will be customer facing daily with the onsite employees and providing on the spot support as the customers come into the support office.Required Skills & QualificationsMinimum 4 years of experience in IT Help Desk or technical support, with at least 2 year in a leadership role.Strong knowledge of ITSM tools (e.g., ServiceNow, Zendesk, BMC Remedy, Dynamics)Familiarity with O365 and MAC troubleshooting Excellent problem-solving, organizational, and communication skills.Ability to manage escalations and sensitive situations effectively.Technical proficiency in operating systems, networking, and common enterprise applications.Team player mentality -- Looking for someone who cares about culture and their peers, someone who is looking to learn and grow, and someone who enjoys working in a team setting.