Senior Support Manager

Why This Role Matters

We're looking for a Senior Support Manager who can do something rare: earn the trust of demanding business stakeholders while building a support organization that operates at an elite level. You'll own the end-to-day-to-day client support experience for our DWX function, partnering with executives, advisors, and operations leaders across our L&A and broader financial services businesses.

How You'll Contribute

• Lead the day-to-day operations of our DWX support function — incident response, escalation management, service quality, and team performance.
• Be the face of DWX to the business: the person executives call when something matters, and the person they trust to get it right.
• Set the standard for what "elite service" looks like, then build the team, processes, and metrics to deliver it consistently across a regulated, fast-moving environment.
• Drive effective problem management and partner on engineering processes wherever needed to ensure operational excellence and resilience.
• Turn recurring incidents into permanent fixes, championing root-cause discipline over symptom-chasing, and embed the kind of post-incident learning that compounds over time.
• Work cross-functionally to engineer patterns out — not just route around them.
• Be a connector across the technology organization, working hand-in-hand with Operations Engineering, Product Management, and Business Technology to align support outcomes with platform roadmaps, product priorities, and business strategy.
• Understand how policy administration and claims workflows actually drive the P&L, and translate that understanding into service decisions that protect the core competency of the business.

What We're Looking For

• 8+ years in IT support or service delivery leadership, ideally within L&A, insurance, or financial services — environments where regulatory scrutiny is high and downtime carries real consequences.
• Managed teams of 15+ and have scaled support functions through growth, M&A, or transformation.
• Fluent in modern DWX: endpoint management, identity, collaboration platforms, ITSM (ServiceNow or equivalent), and the metrics that actually predict client satisfaction.
• Genuine depth in problem management — not just ticket triage — and you know how to partner with engineering teams to deliver durable fixes, not just faster workarounds.
• Understand that SLAs are table stakes; what wins trust is responsiveness, ownership, communication when things go wrong, and a relentless focus on making sure the same thing doesn't go wrong twice.
• Comfortable in a boardroom and a war room. Can de-escalate a frustrated executive, coach a junior analyst through a P1, and present a quarterly service review that earns nods instead of pushback.
• Lead with empathy, hire with rigor, and hold a high bar without burning people out.
• Curious about the business. Ask why before you ask how. Understand what makes L&A different from asset management, why a quarter-end close matters, and what an advisor actually needs at 7:45 AM on a Monday — because that's the difference between competent support and the elite service our clients deserve.

Benefits Highlights

• Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package.
• Eligible for comprehensive health, dental, and vision insurance plan options.
• Eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.
• Immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
• May participate in the Company’s 401K plan, with matching contributions by the Company.