Manager, IT Tech Support Services

About the role

To plan, organize, and direct IT Tech Support Services activities across the Information Technology Division, ensuring reliable, responsive, and business-aligned technology support for corporate and division users. To develop and manage service management practices, customer relationships, service standards, operational workflows, and performance measures that improve the user experience, strengthen service reliability, and support business success. To provide technical guidance, consultation, and problem resolution across supported operating systems, software, hardware, and service platforms. To lead staff, vendors, and partners in delivering service management capabilities that meet current needs while supporting modernization, process improvement, knowledge adoption, and emerging business requirements. Provide IT tech support services, support coordination, business application support, data-based solutions, project support, and planning services to satisfy requirements for all divisions of the Insurance Companies and affiliated companies as requested. Provide business-aligned recommendations regarding IT tech support services, technology planning, operational risks, resource needs, and improvement opportunities. Communicate technical issues and service impacts in business terms, so leadership can evaluate options and make informed decisions. Plan, recommend, and manage departmental staffing, budget, training, operating policies, service standards, procedures, workflows, and facilities requirements. Monitor expenditures, staffing capacity, and performance measures to support efficient and effective delivery of assigned responsibilities. Note: May consider an Associate Manager, Info Technology position based on the level of experience and qualifications.

Responsibilities

• Plan, organize, and direct IT Tech Support Services activities across the Information Technology Division.
• Ensure reliable, responsive, and business-aligned technology support for corporate and division users.
• Develop and manage service management practices, customer relationships, service standards, operational workflows, and performance measures.
• Improve user experience, strengthen service reliability, and support business success.
• Provide technical guidance, consultation, and problem resolution across supported operating systems, software, hardware, and service platforms.
• Lead staff, vendors, and partners in delivering service management capabilities that meet current needs while supporting modernization, process improvement, knowledge adoption, and emerging business requirements.
• Provide IT tech support services, support coordination, business application support, data-based solutions, project support, and planning services to satisfy requirements for all divisions of the Insurance Companies and affiliated companies as requested.
• Provide business-aligned recommendations regarding IT tech support services, technology planning, operational risks, resource needs, and improvement opportunities.
• Communicate technical issues and service impacts in business terms so leadership can evaluate options and make informed decisions.
• Plan, recommend, and manage departmental staffing, budget, training, operating policies, service standards, procedures, workflows, and facilities requirements.
• Monitor expenditures, staffing capacity, and performance measures to support efficient and effective delivery of assigned responsibilities.

Requirements

• Bachelor's degree in business administration or computer science required, or equivalent experience may be considered.
• Minimum one to three years of management experience required.
• Three to five years of information technology concepts, service management practices, support processes, and technology operations required.
• Familiarity with the relationship between hardware, software, networks, security, and general business processes required.
• General knowledge of insurance company operations required.
• Proven ability to build and maintain constructive business relationships.

Benefits

• Medical, dental, vision, and 401K included in full benefit package.