{"id":1491856,"url":"https://alion.io/job/insulet-supervisor-service-delivery","title":"Supervisor, Service Delivery","company":{"id":5958,"name":"Insulet","domain":"insulet.com","url":"https://alion.io/company/insulet","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":91,"open_postings":31,"ghost_share":0.032,"stale_share":0.226,"repost_share":0.097,"time_to_fill_p50_days":27,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Guadalajara, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":76000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4414},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-29T00:00:00Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-14T02:36:46Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Job Summary\nThe 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\n\nPosition Summary\nThe 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.\nResponsibilities:\nSupervise and coordinate the daily activities of Help Desk staff, ensuring prompt and professional resolution of technical issues related to hardware, software, and network systems.\nPlan and manage shift schedules, assign tasks, and monitor performance to ensure service level agreements (SLAs) are met.\nProvide coaching, mentoring, and training to Help Desk team members on technical procedures, customer service, and new technologies.\nDevelop and maintain documentation for support procedures, escalation protocols, and knowledge base articles.\nMonitor ticketing systems to track incidents, identify trends, and ensure accurate and timely resolution.\nServe as an escalation point for complex or high-impact issues, working cross-functionally with other IT teams as needed.\nGenerate and present regular reports on Help Desk metrics, user satisfaction, and areas for improvement.\nRecommend and implement process improvements, automation opportunities, and end-user training initiatives.\nQualifications\nBachelor’s Degree in Computer Science, Information Technology, or related field preferred.\n4 - 7 years of experience in IT support, with at least 2 years in a supervisory or lead role.\nExperience supporting enterprise environments, including Windows OS, Microsoft 365, and common ITSM tools (e.g., ServiceNow, Jira Service Desk).\nPreferred Qualifications\nFamiliarity with ITIL practices and ticketing systems like ServiceNow.\nExperience supporting users in a healthcare or regulated industry is a plus.\nITIL v3/v4 familiarity and/or certification a plus.\nSkills & Competencies\nStrong leadership and team management skills.\nExcellent communication and interpersonal abilities.\nProficiency in troubleshooting hardware, software, and network issues.\nAbility to prioritize tasks, manage multiple incidents, and work under pressure.\nFamiliarity with ITIL practices and service management frameworks.\nCommitment to delivering exceptional customer service.\nInsulet 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.\nWe are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!","description_format":"text","description_chars":3851,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Diabetes Devices"],"lifecycle":[{"event":"open","at":"2026-09-30T00:54:02Z"}],"visa":[],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.852,"p_room":0.9,"age_days":14,"expected_fill_days":27,"reasons":["conf:6","velocity","win:mid","comp:brand"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/insulet-supervisor-service-delivery","json_url":"https://alion.io/job/insulet-supervisor-service-delivery.json","meta":{"generated_at":"2026-10-14T03:16:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5126,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5958},"rest":"https://alion.io/mcp/rest/get_company?id=5958"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finsulet-supervisor-service-delivery"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finsulet-supervisor-service-delivery"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finsulet-supervisor-service-delivery"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/insulet-supervisor-service-delivery\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finsulet-supervisor-service-delivery"}]}