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Supervisor, IT Help Desk
hace 2 semanas
Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
- We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it
Position Summary
Responsibilities:
- Supervise and coordinate the daily activities of Help Desk staff, ensuring prompt and professional resolution of technical issues related to hardware, software, and network systems.
- Plan and manage shift schedules, assign tasks, and monitor performance to ensure service level agreements (SLAs) are met.
- Provide coaching, mentoring, and training to Help Desk team members on technical procedures, customer service, and new technologies.
- Develop and maintain documentation for support procedures, escalation protocols, and knowledge base articles.
- Monitor ticketing systems to track incidents, identify trends, and ensure accurate and timely resolution.
- Serve as an escalation point for complex or high-impact issues, working cross-functionally with other IT teams as needed.
- Generate and present regular reports on Help Desk metrics, user satisfaction, and areas for improvement.
- Recommend and implement process improvements, automation opportunities, and end-user training initiatives.
Required Qualifications
- Associate or bachelor’s degree in Computer Science, Information Technology, or related field preferred.
- Minimum 3 years of experience in IT support, with at least 2 years in a supervisory or lead role.
- Experience supporting enterprise environments, including Windows OS, Microsoft 365, and common ITSM tools (e.g., ServiceNow, Jira Service Desk).
Preferred Qualifications
- Familiarity with ITIL practices and ticketing systems like ServiceNow.
- Experience supporting users in a healthcare or regulated industry is a plus.
- ITIL v3/v4 familiarity and/or certification a plus.
Skills & Competencies
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in troubleshooting hardware, software, and network issues.
- Ability to prioritize tasks, manage multiple incidents, and work under pressure.
- Familiarity with ITIL practices and service management frameworks.
- Commitment to delivering exceptional customer service.
