Services Supervisor

Location:

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

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.

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.

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 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.

• Technical Operations:
  
  Possess a wide understanding in 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 with in 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 manner
  
  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…