Supervisor, Service Delivery

Insulet Corporation; Región Centro; Presencial; MXN 300.000 - 540.000; 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

Job Summary

The Supervisor, IT Help Desk is responsible for leading the day-to-day operations of the IT Help Desk team, ensuring timely and high-quality technical support across the organization. This role oversees incident management, SLA performance, team development, and escalation processes while driving continuous improvement initiatives. The ideal candidate has 4-7 years of IT support experience, including leadership responsibilities, and expertise in enterprise environments, Microsoft 365, and ITSM tools. Strong communication, troubleshooting, and customer service skills are essential to successfully support users and enhance service delivery. The position also focuses on process optimization, reporting, documentation, and fostering an exceptional end-user experience

Position Summary

The Supervisor, IT Help Desk at Insulet will lead the daily operations of the IT Help Desk team, ensuring timely, professional, and high-quality technical support across the organization. This role is responsible for supervising Help Desk associates, managing incident resolution workflows, and driving continuous improvement. The ideal candidate will bring a strong background in IT support, leadership, and customer service, with a passion for operational excellence and user satisfaction.

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.

Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, or related field preferred.
• 4 - 7 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.

About Insulet

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 do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Equal Opportunity Statement

Insulet Corporation is proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. (Know Your Rights)

Company Culture

Insulet employees are all focused on the same goal — to make a difference. Our relentless passion is to simplify life for people with diabetes. We excite and empower employees to bring their best selves to work through a culture that supports a healthy work and life balance.

We set the bar high to meet customer needs, and our priority is to ensure our employees are equipped and supported to help us get there.

We foster and celebrate curiosity, innovation, and learning. Our teams work collaboratively and are empowered to drive the best actions for our customers.

Our innovation spirit and customer-centric focus position us as global pioneers — leading the way to improve health outcomes with revolutionary medical devices while breaking down barriers to access.