Job Description

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\xc2\xae 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!

Position overview:
The IT Service Delivery Supervisor is responsible for supporting all IT operations within Insulet\xe2\x80\x99s allocated support region. This includes IT incident and requests management, onsite IT support and remote user support.

The IT Service Delivery supervisor is responsible for IT vendor management, IT equipment procurement and asset management. The ITSD supervisor will be responsible for working closely with the Malaysia Plant 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).

The ITSM-Supervisor is an expert with strong knowledge in Windows end point administration, MDM, scripting and system administration with hands-on experience.

Responsibilities:

• Senior IT onsite leader and point of escalation supporting the day-today operations in a fast-paced environment.
• Monitors the incident and requests, prioritizing solutions to maintain a high level of quality and IT operations.
• Ensure incidents and requests are escalated properly and facilitate the appropriate escalation.
• Provide IT support for IT equipment including endpoints, printers, network and IT infrastructure.
• Ensure all team relevant processes are documented, made available and adhered to.
• Maintains all IT processes documented and up to date using the IT service management framework.
• Build and maintain services relationship with end-users.
• Develop a strong trust-based relationship with business partners through listening and alignment of priorities
• 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 endpoint, network, and security issues identifying opportunities for continual improvement.
• 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\xe2\x80\x99s degree or higher or directly relevant military service assignments.
• Minimum 8 Years\xe2\x80\x99 experience in IT Desktop Support/Help desk role
• Excellent Windows and server support skills.
• Strong experience with using modern endpoint management solutions VMWare/Work Space One or Microsoft Intune.
• ITIL v3/v4 Certification a strong plus.
• ServiceNow Certification a plus.
• Relevant IT certifications (CompTIA A+, MCSE/MCSA/AZURE Cloud, CCENT, VMware AirWatch, Apple, etc.) a plus.
• Experience of coaching and supervising teams and managing the workloads for others.

Skills / Competencies

• Ability to apply ITIL principles to an IT Service Delivery organization
• 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% Travel Possible

NOTE: This position requires on-site working (requires on-site office/plant/lab work). #LI-Onsite