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 itPosition SummaryResponsibilities:- 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.
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Ecommerce IT Service Desk Supervisor Mérida
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Guadalajara, México Reclutamiento IT A tiempo completo**Vacante para la empresa Reclutamiento IT en Guadalajara, Jalisco**:Somos una empresa con más de 100 años en el mercado colaboramos con grandes ligas como NBA; NFL; MLS entre otras, nos distingue la calidad en el servicio, uso innovador de tecnología y un excelente ambiente de trabajo, buscamos en México Coordinador Especialista de TI Bilingüe con...
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Supervisor, IT Help Desk
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Guadalajara, México Insulet Corporation A tiempo completoInsulet 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...
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