Supervisor, Service Delivery

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 ideal 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 complex or high-impact issues, working cross-functionally with other IT teams as needed.

Generate and present regular reports on Help Desk metrics, user satisfaction, and areas for improvement.

Recommend and implement process improvements, automation opportunities, and end-user training initiatives.

Qualifications

Bachelor’s Degree in Computer Science, Information Technology, or related field preferred.

4 - 7 years of experience in IT support, with at least 2 years in a supervisory or lead role.

Experience supporting enterprise environments, including Windows OS, Microsoft 365, and common ITSM tools (e.g., ServiceNow, Jira Service Desk).

Preferred Qualifications

Familiarity with ITIL practices and ticketing systems like ServiceNow.

Experience supporting users in a healthcare or regulated industry is a plus.

ITIL v3/v4 familiarity and/or certification a plus.

Skills & Competencies

Strong leadership and team management skills.

Excellent communication and interpersonal abilities.

Proficiency in troubleshooting hardware, software, and network issues.

Ability to prioritize tasks, manage multiple incidents, and work under pressure.

Familiarity with ITIL practices and service management frameworks.

Commitment to delivering exceptional customer service.

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.