02 oct
|
Insulet
|
Guadalajara
02 oct
Insulet
Guadalajara
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 idóneo 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
📌 Supervisor, Service Delivery (Guadalajara)
🏢 Insulet
📍 Guadalajara