IT Help Desk Lead — Incident Management & Service Excellence

Insulet Corporation; Región Centro; Presencial; MXN 420.000 - 580.000; Jornada completa

Descripción de la vacante

Insulet Supervisor IT Help Desk is responsible for leading daily IT support operations, incident workflows, and continuous service improvements across the organization. The role emphasizes leadership, customer service, and effective problem resolution to deliver a superior end-user experience.

The ideal candidate has 4–7 years in IT support with supervisory exposure, strong communication skills, and experience with enterprise IT environments and ITSM tools.

Formación

• Bachelor’s degree in CS/IT or related field preferred.
• 4–7 years IT support with at least 2 years in supervision.
• Experience in enterprise environments, Windows OS, Microsoft 365, and ITSM tools.

Responsabilidades

• Supervise and coordinate daily Help Desk activities for timely resolutions.
• Plan and manage shift schedules; monitor SLA performance.
• Coach, mentor, and train Help Desk team members.
• Develop and maintain support documentation and knowledge base articles.
• Monitor ticketing systems; identify trends and ensure timely resolution.
• Serve as escalation point for complex issues; collaborate with IT teams.
• Generate reports on metrics, user satisfaction, and improvement areas.
• Recommend and implement process improvements and training initiatives.

Conocimientos

Leadership

Communication

Troubleshooting

Task prioritization

ITIL familiarity

Customer service

Educación

Bachelor's degree in CS/IT or related field

Herramientas

ServiceNow

Jira Service Desk

Descripción del empleo

Insulet Supervisor IT Help Desk is responsible for leading daily IT support operations, incident workflows, and continuous service improvements across the organization. The role emphasizes leadership, customer service, and effective problem resolution to deliver a superior end-user experience.

The ideal candidate has 4–7 years in IT support with supervisory exposure, strong communication skills, and experience with enterprise IT environments and ITSM tools.