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 Title: Team Lead, IT Services Delivery (On-site)
Department: IT
Manager/Supervisor: VP, IT Infrastructure/Chief Info Sec Officer
SOP Group: IT
Classification: Exempt
Position overview:
TheTeam Lead, IT Services Delivery is responsible for all daily IT operational requirements across Insulet Corporation - US offices 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 ITSM-TL will maintain a user hardware and software inventory, develop user and team training programs and will fulfill the role in compliance with Insulet's policies and procedures.
Responsibilities:
- Lead the IT Service Delivery Team of 4+ analysts 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.
- Maintain the ITSD shifts and ensure there are adequately resourced.
- Ensure all team relevant processes are documented, made available and adhered to.
- Ensure the teams are fully trained on the IT Service Management processes trough 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 in facilities throughout the US.
- Serve as the technical escalation point for team members and liaise with business users as needed.
- Ensure the IT Service Delivery team members are up-to-date on changing and evolving technologies to support business team members.
- Build and maintain services relationship with end-users.
- Ensure all IT compliance activities (HIPAA/SOX) required by the IT Service Delivery team are being followed and provide control evidence as required.
- Work across the IT Infrastructure Team to address system, network, platform and security issues and identify improvement opportunities. Escalate issues to IT management as needed.
- Identify tools and technologies to improve productivity, service delivery and customer satisfaction.
- Foster a culture of communication and continuous improvement around IT Service Delivery processes, tools, technologies, standards and overall performance of the IT Service Delivery team.
- Perform any additional duties as assigned by management including managing projects affecting support.
Education and Experience:
- Bachelor's degree or relevant experience or relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc.)
- Experience of coaching and supervising teams and managing the workloads for others.
- ITIL v4 Certification a strong plus.
- ServiceNow Certification a plus.
Skills / Competencies
- Ability to communicate highly technical information to customers, clients and business users who may not understand IT terminology.
- Ability to approach technical challenges from a business perspective.
- Ability to continually improved and adjusted the ITSM platform as technologies change or as business goals shift.
- Ability to rapidly identify, evaluate, and resolve conflicts and complaints.
- Strong organizational skills and ability to plan and prioritize work while responding flexibly to changing priorities.
- Self-motivated and uses initiative to proactively resolve problems. Deals with conflicting priorities calmly, reliably, and effectively.
Travel / Schedule
- Up to 15% US Travel Possible
NOTE: This position requires on-site working (requires on-site office/plant/lab work). #LI-Onsite