Services Supervisor

Insight; Pasig; Sur place; PHP 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Insight is hiring a Technical Team Lead to manage a Manila-based L1–L2 technician team handling incidents for a portfolio of Managed Service Clients. The role blends hands-on technical work with junior leadership, ensuring timely delivery, clear communication, and strong collaboration with clients and internal teams.

You will oversee day-to-day service delivery, drive ITSM practices, and coordinate with the Canada portfolio as needed to meet client expectations and service levels.

Qualifications

• Bachelor’s degree from a four-year college or university; or equivalent combination of education and experience.
• 3+ years’ experience managing technology including new technology deployment and full IT life cycle.

Responsabilités

• Oversee day-to-day delivery of incidents, problems, changes, and requests for external clients.
• Lead and mentor a globally located Manila team of L1–L2 technicians.
• Act as liaison between clients, Insight and MS during faults and projects.
• Coordinate service operations, ITSM processes and SLA attainment.
• Facilitate root cause analysis and continuous service improvement.

Connaissances

Leadership

Communication

ITSM knowledge

Customer management

Problem solving

Formation

Bachelor’s degree in IT/CS

Outils

ITSM platforms

Infrastructure Monitoring

Description du poste

Select how often (in days) to receive an alert:

Pasig, PH

Requisition Number: 106462

Location:

This is a hybrid opportunity where you will work 1 day in the office, 4 days a week from home.

Insightat a Glance

• 14,000+ engaged teammates globally


• $8.2 billion in revenue in 2025


• Certified as a Great Place to work in 9 Countries in 2025


• Fortune 500 Company (No. 447) in 2025


• Received 25+ industry and partner awards in the past year


• $1.4M+ total charitable contributions in 2024 by Insight globally

Now 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 for

TheTechnicalTeam Leadisa hands-ontechnical role as well as an entry-level leadership role. This position willberesponsible foroverseeingagloballylocated(Manila)team of L1-L2 techniciansthat 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 externalstakeholders, ensuring seamless collaboration, effective communication, and thetimelydelivery of high-quality solutions.This leader willberesponsible forthe day-to-day delivery ofall incidents, problems, changes, and requests that are beingmanaged on behalf of our external clients.Specifically, this role will helpfacilitateandmanage aportionof the Infrastructure Managed Services for our Canada portfolio.

Functions include resource management,lightproject management,service operations management and/or scope management of theserviceor client engagement,qualityand performance metricsforthespecificengagement and/or team,including risk, communication plans,ITSM functions,and overall client satisfaction.

Technical Operations:

• Possess a wide understanding ofinfrastructuretechnology –Network, Security, Servers,Virtualization,and public cloud


• Research, analyze, record, communicate, and resolve all client escalations andconcernsor escalated internally until resolution


• Facilitatethe resolution of technical issues and escalating concerns toappropriate stakeholders


• Operate as afirstpoint of contact for all clienttechnologymatters


• Be familiar with the Insight’s portfolio of products and its supported technologies


• Effectively communicate technical issues in a clear and concise mannerboth to the client as well as withinthe technicianteams, and escalation up through the engineering teams


• Act as liaison between Insight, Client,and Insight MS during all fault conditions, projects, and discussions


• Effectivelyleveragethe platform for service delivery (ITSM & Monitoring)


• Queue monitoring to ensure allcases are moving through ina timelyand successful manor


• Monitor and action planSLA attainment


• Drive and/orparticipatein Root Cause Analysis activity

Project Management:

• Assistinplanningand coordinatingmultiple ITrequestswithmultiple clients


• Serve as liaison between clients and internal personnelwhen needed


• Attends all ProfessionalServices(PS), ManagedServices(MS),and OEM meetings related to initial setup/installation andservice transitionfor any new clients or new services to existing clients

Leadership:

• Research, analyze, record, communicate, and resolveor elevateclientissuesandconcerns


• Manage the day-to-day operations of thetechnician teamincludingproviding leadership, work direction, and HR responsibilities to a globallylocatedstaff


• Demonstrate positive leadership to teammates and represents oneself as a positive stakeholder in all situations


• Provide technical leadership


• Ensure an affirmative focus and representation of corporate initiatives to all teammates.


• Ensureclient adoption of subscribed services


• Accountable forthe overall success of their clients assigned to them


• Serve astheinitialcontact with clientsregardingallManaged Servicesinteraction


• Possess a Continuous Service Improvement mindset and recommend process improvements within client environments, as well as within Insight


• Develop measurable goals to track and trend results on client desired objectives


• Monitor internal operations to assure established processes, policies, and procedures are followed, timelines are met, and actions are taken to promote client success


• Execute a strategic plan tooptimizeInsight offerings withinaclient’s environmentby seeking expansion opportunities


• Coach and mentor both direct reports as well asoffer assistance toother Insight teammates

What you’ll need:

• Bachelor’sdegree fromafour-year college or university; or equivalent combination of education and experience


• 3+years’ experiencemanaging technology includingnew technologydeployment,experience in full IT life cycle (acquisition, deployment, refurbishment, maintenance) and other IT projects related to infrastructure


• Must be a polished and disciplined communicator, both written and oraland be comfortable working with external clients and vendors


• Managed Service experiencerequired


• Strong technical background specificallyaround direct supportof a particular technical disciplineincluding compute/server and network infrastructure


• Some management or leadership experience preferred


• ITIL Certification highly desirable


• Must have the ability to understand and navigate throughITSM platforms


• Must have the ability to understand and navigate through Infrastructure Monitoring platforms


• Must have excellent customer relationship management skills


• Must be able to conduct working sessions and run update meetings with both technical and non-technical attendees, including external clients


• Must have proventrack recordof exhibiting leadership qualities and skills that motivate team members to driveasuccessful performance


• Must have the ability to lead and manage a technical team delivering complex solutions


• Mustpossessstrong analytical skills


• Must be comfortable in serving as the subject matter expert in their assigned practice area

What you can expect

We’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 Insight

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight IntelligentTechnology 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.com

• Founded in 1988 in Tempe, Arizona


• 11,000+ teammates in 19countries providing Insight Intelligent Technology Solutions™ for organizations across the globe


• $8.3 billion in revenue in 2020


• Ranked #409on theFortune 500, #15on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award


• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year


• Ranked #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 Work

Today's talent leads tomorrows success. Learn about careers at Insight: jobs.insight.com

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.

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