Services Supervisor

Supervisor Services

Location:

This is a hybrid opportunity where you will work 1 day in the office, 4 days a week from home.

Insight at a Glance

• 14,000+ engaged teammates globally
• $8.2 billion in revenue in 2025
• Certified as a Great Place to work in 9 Countries in 2025
• Fortune 500 Company (No. 447) in 2025
• Received 25+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2024 by Insight globally

Now is the time to bring your expertise to Insight. 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.

Be AmbITious:  This opportunity is not just about what you do today but also about where you can go tomorrow. 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.

What we’re looking for

The Technical Team Lead is a hands-on technical role as well as an entry-level leadership role. This position will be responsible for overseeing a globally located (Manila) team of L1-L2 technicians that work on a variety of IT incidents for a portfolio of Managed Service Clients. This multifaceted role serves as a bridge between technical teams, and non-technical teams, internal and external stakeholders, ensuring seamless collaboration, effective communication, and the timely delivery of high-quality solutions. This leader will be responsible for the day-to-day delivery of all incidents, problems, changes, and requests that are being managed on behalf of our external clients. Specifically, this role will help facilitate and manage a portion of the Infrastructure Managed Services for our Canada portfolio.

Functions include resource management, light project management, service operations management and/or scope management of the service or client engagement, quality and performance metrics for the specific engagement and/or team, including risk, communication plans, ITSM functions, and overall client satisfaction. Responsibilities include:

Technical Operations: 

• Possess a wide understanding of infrastructure technology – Network, Security, Servers, Virtualization, and public cloud 
• Research, analyze, record, communicate, and resolve all client escalations and concerns or escalated internally until resolution
• Facilitate the resolution of technical issues and escalating concerns to appropriate stakeholders 
• Operate as a first point of contact for all client technology matters 
• Be familiar with the Insight’s portfolio of products and its supported technologies
• Effectively communicate technical issues in a clear and concise manner both to the client as well as within the technician teams, and escalation up through the engineering teams 
• Act as liaison between Insight, Client, and Insight MS during all fault conditions, projects, and discussions 
• Effectively leverage the platform for service delivery (ITSM & Monitoring) 
• Queue monitoring to ensure all cases are moving through in a timely and successful manor
• Monitor and action plan SLA attainment
• Drive and/or participate in Root Cause Analysis activity

Project Management: 

• Assist in planning and coordinating multiple IT requests with multiple clients 
• Serve as liaison between clients and internal personnel when needed 
• Attends all Professional Services (PS), Managed Services (MS), and OEM meetings related to initial setup/installation and service transition for any new clients or new services to existing clients 

Leadership: 

• Research, analyze, record, communicate, and resolve or escalate all client issues and concerns 
• Manage the day-to-day operations of the technician team including providing leadership, work direction, and HR responsibilities to a globally located staff
• Demonstrate positive leadership to teammates and represents oneself as a positive stakeholder in all situations 
• Provide technical leadership
• Ensure an affirmative focus and representation of corporate initiatives to all teammates.
• Ensure client adoption of subscribed services 
• Accountable for the overall success of their clients assigned to them 
• Leverage ITSM platform to deliver services 
• Leverage monitoring platforms to deliver services 
• Serve as the initial contact with clients regarding all Managed Services interaction 
• Possess a Continuous Service Improvement mindset and recommend process improvements within client environments, as well as within Insight 
• Develop measurable goals to track and trend results on client desired objectives 
• Monitor internal operations to assure established processes, policies, and procedures are followed, timelines are met, and actions are taken to promote client success 
• Execute a strategic plan to optimize Insight offerings within a client’s environment by seeking expansion opportunities 
• Coach and mentor both direct reports as well as offer assistance to other Insight teammates

What you’ll need:

• Bachelor’s degree from a four-year college or university; or equivalent combination of education and experience 
• 3+ years’ experience managing technology including new technology deployment, experience in full IT life cycle (acquisition, deployment, refurbishment, maintenance) and other IT projects related to infrastructure 
• Must be a polished and disciplined communicator, both written and oral and be comfortable working with external clients and vendors 
• Managed Service experience required
• Strong technical background specifically around direct support of a particular technical discipline including compute/server and network infrastructure
• Technical Certifications desirable
• Some management or leadership experience preferred
• ITIL Certification highly desirable
• Must have the ability to understand and navigate through ITSM platforms 
• Must have the ability to understand and navigate through Infrastructure Monitoring platforms 
• Must have excellent customer relationship management skills
• Must be able to conduct working sessions and run update meetings with both technical and non-technical attendees, including external clients 
• Must have proven track record of exhibiting leadership qualities and skills that motivate team members to drive a successful performance 
• Must have the ability to lead and manage a technical team delivering complex solutions 
• Must possess strong analytical skills 
• Must be comfortable in serving as the subject matter expert in their assigned practice area 

What you can expect
We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include: 

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• HMO on Day 1 with 2 free dependent.

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.

Join us today, your ambITious journey starts here.

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.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.

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