Supv Service Desk

Requisition Number: 100969 

Service Desk Supervisor

Location: This is Hybrid  opportunity. Our office location is at 10th and 11th Floor Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605

Now is the time to bring your expertise to Service Desk Supervisor role for a Fortune 500 Solutions Integrator where success and fulfillment go hand in hand. You will be at the forefront of helping businesses transform their cloud, data, AI, cybersecurity, and analytics to ensure they are future-ready.

The Service Desk Supervisor will lead and manage the day-to-day operations of our Application Support team. This role involves overseeing a team of four Application Support Analysts, ensuring efficient and effective support for our SaaS and custom-built insurance applications. At Insight, we are committed to innovation and employee development, and we offer a dynamic work environment where you can grow and thrive.

What to Expect

We’re legendary for taking care of our teammates. We want you to enjoy a full, meaningful life and stick around Insight for the long haul.

We offer all the benefits you expect—health, dental, vision, PTO—plus:

• Health Insurance Available on Day 1 of employment (HMO) with 2 free dependents
• Onsite set-up
• Group Life Insurance 
• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.

As Service Desk Supervisor, you will get to be responsible for:

• Team Leadership: Manage and mentor a team of four Application Support Analysts, providing guidance, training, and performance evaluations.
• Customer Support: Oversee the handling of customer requests, concerns, user access issues, data errors, office conversions, software upgrade testing, and escalation of complex issues.
• Technical Support: Ensure the team provides level 2 support for SaaS and custom-built insurance applications using documented procedures and available support tools.
• Communication: Facilitate effective interaction and communication within the team and across multiple levels and departments of the organization.
• Standard Operating Practices: Ensure the team follows and executes standard operating practices and procedures.
• Application Knowledge: Maintain and demonstrate working knowledge of multiple applications supported by the department.
• Issue Escalation: Supervise the escalation of complex issues to appropriate business units and technical teams as needed.
• Troubleshooting: Guide the team in leveraging application expertise to troubleshoot problems and offer solutions.
• Project Support: Coordinate and support application conversion and implementation projects.
• Information Security: Champion information security best practices through educating customers and following access standards for business applications.
• Reporting and Dashboards: Create reports and dashboards on ServiceNow to track team performance and application support metrics.
• Presentations: Develop presentations using PowerPoint to communicate project updates, team achievements, and strategic plans.
• Continuous Improvement: Drive continuous improvement initiatives to enhance team performance and application support processes.
• Knowledge Base Expansion: Oversee the expansion and maintenance of the team's knowledge base to ensure comprehensive documentation and resources are available.

Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. As a Services Technician Sr., you are positioned for swift advancement within our organization through a structured career path. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

We are looking for Service Desk Supervisor with:

Required:

• Bachelor’s degree in computer science, information technology, or a related field.
• 5-7 years of experience in technical support and application support.
• 2-3 years of experience in a supervisory or leadership role.
• Foundational knowledge of Microsoft technologies (M365, O365, SharePoint).
• Experience providing technical support for SaaS applications.
• Foundational knowledge of CRM Software (Dynamics, Salesforce).
• Experience in supporting a variety of business applications in a production environment.
• Good problem-solving skills for technology-related issues and complex business scenarios.
• Experience in creating reports and dashboards on ServiceNow.
• Proficiency in developing presentations using PowerPoint.
• Experience in driving continuous improvement initiatives.

Preferred:

• Foundational knowledge of the insurance industry.
• Foundational knowledge of ITIL, Agile, and Scrum frameworks.
• Experience with PowerBI dashboard creation.

Insight at a Glance

• Received 35+ industry and partner awards in the past year
• $9.2 billion in revenue
• #20 on Fortune’s World's Best Workplaces™ list
• 14,000+ engaged teammates
• Recognized as a Great Place to Work in the year 2022 and 2023
• $1.4M+ total charitable contributions in 2023 by Insight globally

We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions. But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities. 

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

About Insight

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.