Services Supervisor

Insight; Flippin (AR, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Healthcare benefits (HMO)

International travel flexibility

Job summary

Insight is a Fortune 500 Solutions Integrator with cloud, data, AI, cybersecurity, and intelligent edge capabilities. The Technical Team Lead role oversees a globally located team and ensures timely delivery of incidents, changes, and requests for Managed Services across our Canada portfolio.

This leadership position blends hands-on technical work with people management, aiming to improve service delivery, client satisfaction, and operational metrics in a hybrid work environment.

Qualifications

• Polished and disciplined communicator, both written and oral.
• Experience leading or managing teams, with HR responsibilities.
• Strong leadership with ability to motivate a globally located team.

Responsibilities

• Technical Operations: Oversee infrastructure tech incl. network, security, servers, virtualization, and cloud; manage client escalations.
• Project Management: Plan IT requests, liaise with clients, participate in service meetings for new or transitioning services.
• Leadership: Lead a globally located technician team, drive client adoption of services, and pursue continuous improvement initiatives.

Skills

Communication

Leadership

Education

Bachelor’s degree or equivalent

Tools

ITSM platforms

Monitoring platforms

Job description

Supervisor Services

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

Insight at a Glance

14,000+ 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 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

The 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 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

• Technical Operations:Possess a wide understanding in 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 with in 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 mannerMonitor and action plan SLA attainmentDrive and/or participate in Root Cause Analysis activity
• Project 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 clients
• Leadership:Research, analyze, record, communicate, and resolve or escalates 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 represent oneself as a positive stakeholder in all situationsProvide technical leadershipEnsure an affirmative focus and representation of corporate initiatives to all teammatesEnsure 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 teammates

What 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 throughITSM 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 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 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.

• 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.

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.

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, .

About Insight

Today, 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.com

Founded in 1988 in Tempe, Arizona11,000+ teammates in 19countries 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 Work.