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Service Delivery Supervisor
Insulet Corporation. Supervise and coordinate the daily activities of Help Desk staff .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support management, including team supervision, incident resolution, and process improvement. Proficient in utilizing ITSM tools and frameworks to enhance service delivery and customer satisfaction.
Highest-signal resume keywords
IT Support ManagementTeam SupervisionIncident ResolutionITIL PracticesWindows OS
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting Hardware IssuesTroubleshooting Software IssuesTroubleshooting Network IssuesProcess ImprovementIncident TrackingKnowledge Base DocumentationShift SchedulingTask AssignmentUser Satisfaction ReportingAutomation Opportunities
Soft Skills
Leadership SkillsTeam ManagementCommunication AbilitiesInterpersonal SkillsCustomer Service Commitment
Tools & Technologies
Microsoft 365ServiceNowJira Service Desk
Certifications & Qualifications
Bachelor’s Degree in Computer ScienceBachelor’s Degree in Information Technology
Industry Keywords
Enterprise EnvironmentsITSM ToolsService Management FrameworksHelp Desk MetricsEscalation Protocols
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Supervise and coordinate the daily activities of Help Desk staff
- Ensure prompt and professional resolution of hardware, software, and network issues
- Plan and manage shift schedules and assign tasks
- Monitor team performance and ensure service level agreements are met
- Provide coaching, mentoring, and training to Help Desk team members
- Develop and maintain support procedures, escalation protocols, and knowledge base documentation
- Monitor ticketing systems, track incidents, identify trends, and ensure timely resolution
- Serve as an escalation point for complex or high-impact issues
- Collaborate cross-functionally with other IT teams
- Generate and present reports on Help Desk metrics, user satisfaction, and improvement areas
- Recommend and implement process improvements, automation opportunities, and end-user training initiatives
Requirements
What you’ll need- Bachelor’s Degree in Computer Science, Information Technology, or related field preferred
- 4–7 years of experience in IT support
- At least 2 years in a supervisory or lead role
- Experience supporting enterprise environments
- Experience with Windows OS, Microsoft 365, and common ITSM tools such as ServiceNow and Jira Service Desk
- Familiarity with ITIL practices and service management frameworks
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Proficiency in troubleshooting hardware, software, and network issues
- Ability to prioritize tasks, manage multiple incidents, and work under pressure
- Commitment to delivering exceptional customer service
Benefits
Comp & perks- Hybrid work arrangement
- Coaching, mentoring, and training opportunities
- Professional development through exposure to new technologies
- End-user training initiatives
- Opportunity to contribute to process improvement and automation initiatives