IT Technical Lead jobs in Green Bay, WI

Job Summary:

The IT Technical Support Manager oversees the daily operations of the IT Help Desk and Desktop teams, ensuring exceptional customer service and adherence to established metrics and processes. They provide leadership through coaching, mentoring, and developing the technical staff while managing key IT service areas such as incident, request, and problem management. The role is responsible for tracking performance metrics, managing the ITSM tool (ServiceNow), and promoting a culture of service excellence. Additionally, the manager focuses on communication, staff development, and continuous improvement of technical and customer service capabilities.

Responsibilities & Duties:

- Oversee the IT Help Desk and Desktop teams, ensuring high levels of customer service and technical knowledge.

- Manage incident, request, and problem management processes, along with user provisioning and hardware asset management.

- Establish and track performance metrics, ensuring standards are met and continuous improvement is achieved.

- Provide leadership by coaching, mentoring, and evaluating staff performance, including recruitment and training.

- Manage and administer the IT Service Management system (ServiceNow), handling escalations and ensuring effective communication with stakeholders.

- Other duties as assigned

Requirements:

- Bachelor’s degree in Computer Science, IT, Business, or equivalent experience.

- Minimum of 5 years of management experience in an IT Help Desk and desktop environment.

- Strong knowledge of IT Service Management tools (e.g., ServiceNow) and enterprise systems (e.g., SCCM, Microsoft Office 365).

- Experience with project management fundamentals, including tools, tactics, and terminology.

- Proven leadership, problem-solving, and communication skills, with the ability to coach and mentor technical teams.

An ideal candidate for this role would excel in leading and developing IT support teams, with strong technical expertise, excellent customer service skills, and a proactive approach to problem-solving and continuous improvement.

To view our competitive benefits, click here!

Joining Nsight/Cellcom:

Join our telecom team in Wisconsin and Michigan's Upper Peninsula, where we focus on delivering excellent wireless and fiber solutions and expert tower construction and maintenance. With a strong commitment to customer service, community involvement, and eco-friendly practices, we're more than just a company; we're shaping the future of connectivity. If you're passionate about making a difference and want to be part of an innovative telecom environment, come join us!

 Cellcom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. This is a drug-free workplace.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to recruiting@nsight.com.