Team Lead, IT Services Delivery

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 itJob Title: Team Lead, IT Services Delivery (On-site)Department: ITManager/Supervisor: VP, IT Infrastructure/Chief Info Sec OfficerSOP Group: ITClassification: ExemptPosition overview:TheTeam Lead, IT Services Delivery is responsible for all daily IT operational requirements across Insulet Corporation - US offices leading the IT Service Delivery support team. The ITSD-TL will be available as a technical escalation point for 1st and 2nd line IT technical support with a focus on improving productivity, quality of service, and customer satisfaction.The ITSM-TL will maintain a user hardware and software inventory, develop user and team training programs and will fulfill the role in compliance with Insulet’s policies and procedures.Responsibilities:- Lead the IT Service Delivery Team of 4+ analysts in the day-to day operation of an IT ServiceDesk in a fast-paced environment.- Monitor the ITSD team workload and reassign tasks to balance workloads.- Ensure incidents and requests are escalated properly and facilitate the appropriate escalation.- Maintain the ITSD shifts and ensure there are adequately resourced.- Ensure all team relevant processes are documented, made available and adhered to.- Ensure the teams are fully trained on the IT Service Management processes trough training workshops and individual coaching as appropriate.- Support the enterprise IT needs of corporate, manufacturing, supply chain, R&D, customer care, and field sales users working locally and remotely in facilities throughout the US.- Serve as the technical escalation point for team members and liaise with business users as needed.- Ensure the IT Service Delivery team members are up-to-date on changing and evolving technologies to support business team members.- Build and maintain services relationship with end-users.- Ensure all IT compliance activities (HIPAA/SOX) required by the IT Service Delivery team are being followed and provide control evidence as required.- Work across the IT Infrastructure Team to address system, network, platform and security issues and identify improvement opportunities. Escalate issues to IT management as needed.- Identify tools and technologies to improve productivity, service delivery and customer satisfaction.- Foster a culture of communication and continuous improvement around IT Service Delivery processes, tools, technologies, standards and overall performance of the IT Service Delivery team.- Perform any additional duties as assigned by management including managing projects affecting support.Education and Experience:- Bachelor’s degree or relevant experience or relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc.)- Experience of coaching and supervising teams and managing the workloads for others.- ITIL v4 Certification a strong plus.- ServiceNow Certification a plus.Skills / Competencies- Ability to communicate highly technical information to customers, clients and business users who may not understand IT terminology.- Ability to approach technical challenges from a business perspective.- Ability to continually improved and adjusted the ITSM platform as technologies change or as business goals shift.- Ability to rapidly identify, evaluate, and resolve conflicts and complaints.- Strong organizational skills and ability to plan and prioritize work while responding flexibly to changing priorities.- Self-motivated and uses initiative to proactively resolve problems. Deals with conflicting priorities calmly, reliably, and effectively.Travel / Schedule- Up to 15% US Travel PossibleNOTE: This position requires on-site working (requires on-site office/plant/lab work). #LI-Onsite