Services Supervisor

Insight Enterprises; Pasig; Hybride; PHP 600 000 - 1 000 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

HMO on Day 1 with 2 dependents

Résumé du poste

Insight Enterprises is seeking a Technical Team Lead to oversee a Manila-based L1-L2 technician team handling incidents for multiple managed service clients. The role blends hands-on technical work with entry-level leadership, ensuring timely resolution and strong client communication.

The ideal candidate has 3+ years in tech management, solid networking/servers knowledge, and experience with ITSM platforms, with ITIL considered a plus.

Qualifications

• Bachelor’s degree or equivalent.
• 3+ years’ experience managing technology incl. deployment and IT projects.
• Polished, disciplined communicator with external clients.
• Managed Service experience required.
• Strong technical background in compute/server and network infrastructure.
• ITIL Certification desirable.
• Ability to navigate ITSM & monitoring platforms.
• Proven leadership to drive team performance.

Responsabilités

• Oversee day-to-day incidents, problems, changes and requests for external clients.
• Lead and manage a globally located Manila L1-L2 technician team.
• Coordinate with clients and internal stakeholders for timely service delivery.
• Assist in planning and coordinating IT requests across multiple clients.
• Act as liaison during fault conditions and project discussions.

Connaissances

Leadership

Communication

ITIL Certification

Managed Services

Networking

Servers

Project Management

Customer Relations

Formation

Bachelor’s degree or equivalent

Outils

ITSM platforms

Monitoring platforms

Description du poste

Requisition Number: 106462Supervisor ServicesLocation:This is a hybrid opportunity where you will work 1 day in the office, 4 days a week from home.Insight at a Glance14,000+ engaged teammates globally$8.2 billion in revenue in 2025Certified as a Great Place to work in 9 Countries in 2025Fortune 500 Company (No. 447) in 2025Received 25+ industry and partner awards in the past year$1.4M+ total charitable contributions in 2024 by Insight globallyNow is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions.Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.What we’re looking forThe Technical Team Lead is a hands-on technical role as well as an entry-level leadership role. This position will be responsible for overseeing a globally located (Manila) team of L1-L2 technicians that work on a variety of IT incidents for a portfolio of Managed Service Clients. This multifaceted role serves as a bridge between technical teams, and non-technical teams, internal and external stakeholders, ensuring seamless collaboration, effective communication, and the timely delivery of high-quality solutions. This leader will be responsible for the day-to-day delivery of all incidents, problems, changes, and requests that are being managed on behalf of our external clients. Specifically, this role will help facilitate and manage a portion of the Infrastructure Managed Services for our Canada portfolio.Functions include resource management, light project management, service operations management and/or scope management of the service or client engagement, quality and performance metrics for the specific engagement and/or team, including risk, communication plans, ITSM functions, and overall client satisfaction. Responsibilities include:Technical Operations:Possess a wide understanding of infrastructure technology – Network, Security, Servers, Virtualization, and public cloudResearch, analyze, record, communicate, and resolve all client escalations and concerns or escalated internally until resolutionFacilitate the resolution of technical issues and escalating concerns to appropriate stakeholdersOperate as a first point of contact for all client technology mattersBe familiar with the Insight’s portfolio of products and its supported technologiesEffectively communicate technical issues in a clear and concise manner both to the client as well as within the technician teams, and escalation up through the engineering teamsAct as liaison between Insight, Client, and Insight MS during all fault conditions, projects, and discussionsEffectively leverage the platform for service delivery (ITSM & Monitoring)Queue monitoring to ensure all cases are moving through in a timely and successful manorMonitor and action plan SLA attainmentDrive and/or participate in Root Cause Analysis activityProject Management:Assist in planning and coordinating multiple IT requests with multiple clientsServe as liaison between clients and internal personnel when neededAttends all Professional Services (PS), Managed Services (MS), and OEM meetings related to initial setup/installation and service transition for any new clients or new services to existing clientsLeadership:Research, analyze, record, communicate, and resolve or escalate all client issues and concernsManage the day-to-day operations of the technician team including providing leadership, work direction, and HR responsibilities to a globally located staffDemonstrate positive leadership to teammates and represents oneself as a positive stakeholder in all situationsProvide technical leadershipEnsure an affirmative focus and representation of corporate initiatives to all teammates.Ensure client adoption of subscribed servicesAccountable for the overall success of their clients assigned to themLeverage ITSM platform to deliver servicesLeverage monitoring platforms to deliver servicesServe as the initial contact with clients regarding all Managed Services interactionPossess a Continuous Service Improvement mindset and recommend process improvements within client environments, as well as within InsightDevelop measurable goals to track and trend results on client desired objectivesMonitor internal operations to assure established processes, policies, and procedures are followed, timelines are met, and actions are taken to promote client successExecute a strategic plan to optimize Insight offerings within a client’s environment by seeking expansion opportunitiesCoach and mentor both direct reports as well as offer assistance to other Insight teammatesWhat you’ll need:Bachelor’s degree from a four-year college or university; or equivalent combination of education and experience3+ years’ experience managing technology including new technology deployment, experience in full IT life cycle (acquisition, deployment, refurbishment, maintenance) and other IT projects related to infrastructureMust be a polished and disciplined communicator, both written and oral and be comfortable working with external clients and vendorsManaged Service experience requiredStrong technical background specifically around direct support of a particular technical discipline including compute/server and network infrastructureTechnical Certifications desirableSome management or leadership experience preferredITIL Certification highly desirableMust have the ability to understand and navigate through ITSM platformsMust have the ability to understand and navigate through Infrastructure Monitoring platformsMust have excellent customer relationship management skillsMust be able to conduct working sessions and run update meetings with both technical and non-technical attendees, including external clientsMust have proven track record of exhibiting leadership qualities and skills that motivate team members to drive a successful performanceMust have the ability to lead and manage a technical team delivering complex solutionsMust possess strong analytical skillsMust be comfortable in serving as the subject matter expert in their assigned practice areaWhat you can expectWe’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.HMO on Day 1 with 2 free dependent.But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.Join us today, your ambITious journey starts here.Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.About InsightToday, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.comFounded in 1988 in Tempe, Arizona11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions for organizations across the globe$8.3 billion in revenue in 2020Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the YearRanked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to WorkToday's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.comInsight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.