.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.We 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!JOB DESCRIPTIONJob Title: Sr Team Leader, IT Service DeliveryDepartment: ITManager/Supervisor: Manager, IT Service DeliverySOP Group: ITClassification: Non-ExemptPosition overview:The Senior Staff, IT Service Delivery, is responsible for all daily IT operational requirements across Insulet Corporation leading the IT Service Delivery support team. The ITSD-TL will be available as a technical escalation point for 1st and 2nd line IT technical support with a focus on improving productivity, quality of service, and customer satisfaction.The ITSD-TL will be responsible for working closely with the business and will be the initial point of contact for all IT activities at the site. He/she will work collaboratively with business partners and IT staff. This person will partner with the delivery teams to help drive the completion of IT initiatives (Service Desk, infrastructure, enhancements, projects, and programs).This role will manage, monitor and ensure that all incidents and requests are resolved satisfactorily within the defined SLA agreements applying continuous improvement and effectiveness of the ITSM platform.The ITSD-TL is responsible for managing and coordinating various operating system and endpoint apps including Windows and macOS along with managed platforms like Microsoft Intune and JAMF.The ITSM-TL is a support expert who has strong knowledge in endpoint administration, MDM, scripting, and system administration with hands-on experience.Responsibilities:Lead the IT Service Delivery Team in the day-to-day operation of an IT ServiceDesk in a fast-paced environment.Monitor the ITSD team workload and reassign tasks to balance workloads.Ensure incidents and requests are escalated properly and facilitate the appropriate escalation.Provide IT support for all IT equipment including system, application, and server.Ensure all relevant team processes are documented, made available and adhered to.Ensure the teams are fully trained in the IT Service Management processes through training workshops and individual coaching as appropriate.Support the enterprise IT needs of corporate, manufacturing, supply chain, R&D, customer care, and field sales users working locally and remotely.Serve as the technical escalation point for team members and liaise with business users as needed