DEX Operations Supervisor

Requisition Number: 103762

DEX Operations Supervisor

Salary: Dependent on experience; $110,000 to $112,000 a year with full benefits

Location: Remote - Working Eastern Time Zone hours

As a DEX Operations Supervisor, you will be responsible for overseeing and directing the day-to-day operations of a Managed Digital Employee Experience (DEX) team comprised of both onshore and offshore resources. In this role, you will lead service delivery, ensure operational excellence, and serve as a subject matter expert for Nexthink-powered DEX operations.

Within your first 60 days of employment, Insight will support to become a certified Nexthink expert, gaining the following certifications:

• Nexthink Partner Product Certification
• Nexthink Partner DEX Managed Services Certification

About Insight's Managed DEX

Insight's Managed DEX delivers measurable value to customers by deflecting Service Desk incidents and shifting IT support from reactive to proactive. By improving visibility into end-user experience, we help organizations enhance productivity, reduce friction, and deliver world-class IT services.

We are looking for talented individuals who are passionate about emerging technologies and excited to work with industry-leading organizations.

What You'll Do

• Oversee the day-to-day operations of a diverse DEX Operations team delivering world-class DEX services to multiple managed services customers.
• Lead and support the team during critical incidents, ensuring excellent customer communication and consistently high levels of customer satisfaction.
• Troubleshoot, test, and resolve issues identified within the Nexthink console, using platform expertise to:
• Diagnosing root causes
• Develop remediation steps
• Implement solutions or escalate via ITSM tickets with clear customer-facing communication
• Act as a subject matter expert (SME) for DEX operations and Nexthink capabilities, providing thought leadership and hands-on delivery expertise.
• Drive operational excellence while mentoring and developing team members across onshore and offshore locations.

Be AmbITious

This opportunity is not just about what you do today-it's about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your ambition is met with continuous opportunities to:

• Upskill and earn new certifications
• Take on greater responsibility
• Advance and elevate your career

What We're Looking For

• 2+ years of relevant industry experience working in a Nexthink environment preferred
• 1+ year of experience with ITSM tools, such as ServiceNow
• Strong multitasking ability with excellent organizational and time-management skills
• Ability to respond effectively and professionally to inquiries or complaints in a timely manner
• Strong communication skills and a customer-first mindset
• Ability to become a certified Nexthink expert within first 2 months of employment

What You Can Expect

We're legendary for taking care of you and your family while helping you engage with your local community. At Insight, we want you to enjoy a full, meaningful life while owning your career. Benefits include:

• The freedom to work from another location including an international destination for up to 30 consecutive calendar days per year
• Ongoing learning, certification, and career growth opportunities
• A supportive, inclusive culture rooted in our core values

What truly sets Insight apart are our values of Hunger, Heart, and Harmony, which guide how we work with teammates, partners, clients, and the communities we serve.

Join Us

Join Insight today, your ambITious journey starts here.

Insight is an equal opportunity employer. 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 applying, please share the pronouns you use and any reasonable accommodations you may need during the interview process.

At Insight, we celebrate diversity of skills and experience, so even if you don't feel your background is a perfect match, we still encourage you to apply.

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 submitting candidates without a prior written vendor agreement will not be eligible for compensation.

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.

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.

Posting Notes:Remote||Pennsylvania (US-PA)||United States (US)||IT Infrastructure & Support|| None||Remote||