Job Information
Insight Global Technology Service Operations Manager in Buda, Texas
Job Description
Position Summary
The Technology Service Operations Manager is responsible for overseeing the end-to-end lifecycle of IT operational support tickets, ensuring clear ownership, continuous progress, and adherence to defined service level agreements (SLAs) across IT teams. This role serves as the central point of coordination for service operations, driving accountability, improving service delivery efficiency, and maintaining visibility across all active workstreams.
This position does not include direct people management but requires strong cross-functional leadership and process ownership, including oversight of Jira Service Management workflows and operational asset coordination.
Key Responsibilities
Own and manage the full lifecycle of operational support tickets from intake through resolution and closure
Monitor and enforce SLAs, ensuring timely responses, updates, and issue resolution
Act as the central authority for ticket routing, assignment, and escalation
Identify and drive resolution of stalled or aging tickets across teams
Coordinate cross-functional handoffs between IT teams, ensuring clear ownership transitions
Maintain visibility into all active tickets, ensuring defined ownership, next steps, and status updates
Develop and maintain dashboards and reporting on SLA performance, ticket trends, and backlog health
Lead operational reviews to identify bottlenecks and drive continuous improvement
Ensure adherence to ticketing standards, documentation, and process consistency
Create and manage Jira Service Management (JSM) workflows, including request types, queues, SLAs, and basic automation rules
Build and maintain Jira dashboards and reporting to support operational visibility
Operational & Asset Management Responsibilities
Support equipment ordering, provisioning, and tracking of IT assets
Manage contract-related updates including new orders, returns, and asset decommissioning
Maintain accurate and organized inventory of IT equipment
Coordinate e-waste handling and disposal in compliance with company and regulatory standards
Schedule and support inventory audits and lifecycle management activities
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/.
Skills and Requirements
5+ years of experience in IT service management, operations, or service delivery
Experience working within SLA-driven support environments
Hands-on experience with Jira or Jira Service Management (JSM), including workflow and queue management
Strong organizational and problem-solving skills with attention to detail
Ability to coordinate across multiple teams and drive accountability without direct authority
Experience with IT asset management, inventory control, or procurement processes preferred
Strong communication skills with the ability to work effectively with technical teams and leadership