Team Lead, IT Services Delivery (On-site)

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.

This role will manage, monitor and ensure that all incidents and requests are resolved satisfactorily within the defined SLA agreements applying the continues improvement and effectiveness of the ITSM platform.

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 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% US Travel Possible

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