Services Supervisor (Patching)

Insight; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Freedom to work from another location—

HMO on Day 1 with 2 free dependent

Job summary

Insight Manila is seeking an IMS Compute Supervisor to provide operational and people leadership for the Managed Compute function, ensuring stable, secure, and compliant delivery of compute services (OS, virtualization, cloud infrastructure, patching, monitoring, and platform operations).

You will supervise IMS Compute technicians (L1–L2), enforce IMS processes, own escalation for compute incidents, and coordinate with Storage, Network, Platform, and Security teams to maintain SLA and client

Qualifications

• Experience leading compute/support teams.
• Familiarity with OS and virtualization (Windows/Linux, VMware).
• Ability to manage incidents and client communications.

Responsibilities

• Directly supervises IMS Compute technicians (L1–L2).
• Conducts regular 1:1s, coaching, and corrective actions for compute staff.
• Ensures SLA compliance and proper triage and escalation of compute incidents.
• Oversees end-to-end compute task ownership through resolution.
• Enforces Compute-related processes and quality standards.
• Coordinates with Storage, Network, Platform, and Security teams for handoffs.

Skills

People leadership

Compute services

Incident management

Tools

ServiceNow

VMware

Monitoring tools

Job description

The IMS Compute Supervisor is responsible for operational and people leadershipof the Managed Computefunction, ensuring stable, secure, and compliant delivery of compute services(OS, virtualization, cloud infrastructure, patching, monitoring, and platform operations).

This role oversees technicians and engineers supporting Managed Compute queues, enforces IMS processes and quality standards, and acts as the primary escalation and accountability pointfor Compute‑related incidents, service requests, and client impact.

Compute‑Specific Scope

The role is focused on services commonly routed through IMS Compute, including but not limited to:

• Managed OS (Windows & Linux)

• Virtualization platforms (VMware / Hypervisor‑based workloads)

• Cloud compute environments

• Compute monitoring and alert response

• Compute‑related ServiceNow incidents, requests, and changes

Core Responsibilities

People Leadership & Coaching (Compute Team)

• Directly supervises IMS Compute technicians (L1–L2)

• Conducts regular 1:1s, coaching, and corrective actionsfor compute staff

• Reinforces accountability for:

• Proper ticket handling

• Technical ownership

• Professional client communication

• Addresses repeat technical or process gaps through structured coaching and escalation

Compute Service Delivery Oversight

• Oversees daily operations of IMS Compute queuesto ensure:

• SLA compliance

• Proper triage and escalation

• Correct routing between Compute, Storage, Network, and Platform teams

• Acts as an escalation pointfor:

• Priority compute incidents (P1/P2)

• Chronic or recurring compute issues

• Client escalations related to compute services

• Ensures compute tasks are owned end‑to‑end through resolution

Quality Assurance & Process Compliance (Compute)

• Enforces Managed Services and Compute‑specific processes, including:

• Knowledge article attachment

• Accurate categorization and CI selection

• Correct client‑facing updates

• Performs or oversees QA reviewson compute tickets

• Identifies systemic compute issues (patching failures, alert noise, repeat incidents) and escalates trends to leadership

Dashboards, Metrics & Visibility

• Ensures team usage of official IMS Managed Services dashboardsfor compute operations

• Reviews metrics related to:

• SLA attainment

• Ticket quality and rework

• Escalation frequency

• Uses reporting insights to proactively correct performance or process gaps

Cross‑Team Collaboration

• Coordinates with:

• Storage, Network, Platform, and Security teams

• IMS Managers and Technical Delivery leadership

• Ensures proper handoffs and collaborationacross Managed Services functions when compute issues span multiple domains

Key Accountability Areas

• Compute SLA performance

• Quality and consistency of compute ticket handling

• Technician and engineer performance

• Escalation reduction and root‑cause awareness

• Client confidence in Managed Compute services

Success Indicators

• Sustained SLA compliance for compute services

• Reduction in repeat compute incidents and QA findings

• Improved technician adherence to compute processes and KB usage

• Clear dashboard visibility into compute performance

• Fewer client escalations tied to compute delivery

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, national origin, disability status, protected veteran status, 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!

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 atinsight.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 leadstomorrow's 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, national origin, disability status, protected veteran status, 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.