Service Desk Manager
Group 1001

Job Info

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Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001's culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets - our employees.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.

Summary:

The Service Desk manager will direct strategic initiatives to transform the End user technology support experience, while ensuring day to day technology support goals and expectations are met. This person understands and delivers Service Desk services focused on excellent experience above all else, understands the difference between good and bad experience and manages the team and its operations with that goal in mind. The manager provides leadership and guidance and manages the staff who support, operate and improve technology platforms and solutions for the entire company.

Main Responsibilities:

• Ensure the Service Desk is providing a world class technology support experience
  
• Manage, direct, and lead the service desk staff, delivery of services and continual service improvement initiatives.
  
• Deeply understand and represent the user experience with technology services and ensure services, processes, and methodologies of delivery align to business needs/value
  
• Build and evolve service delivery processes that enhance the user experience and build consistent, reliable service delivery patterns for Group1001, including customer and technology leadership
  
• Establish and maintain standards and best practices for service desk operational processes with well-defined measurement criteria (CSAT, KPI, OKR's)
  
• Build and evolve service desk delivery services to align with customer needs, business value, best practice and cutting edge technologies that can automate and streamline delivery
  
• Collaborate, build alignment, and develop strong relationships with technology, vendor, and business partners across the organization to identify and optimize service desk service delivery
  
• Play a critical role in the Group1001 Technology Transformation, managing organizational and technological change
  
• Identify and drive areas of continual service improvement across the service desk services stack, fueling problem management, technology innovation, and user experience automation
  
• Oversee work performed by managed service providers to ensure alignment with technology support standards
  
• Build a world class service desk team through effective recruiting, hiring and continuous staff development
  

Qualifications:

• Bachelor's degree required.
  
• 8+ years of direct, technical experience required.
  
• 3+ years of people leading experience required.
  
• Outstanding customer service skills
  
• Ability to communicate effectively with customers, senior leadership, and staff members
  
• Excellent verbal and written communication skills
  
• Strong leadership
  
• Comprehensive and broad knowledge of all aspects of IT solutions and services
  
• Experience with leading and managing technology support and operations
  
• Experience with managing external vendors and establishing contracts and statements of work.
  
• Excellent organization and time management skills; prioritize work effectively to meet deadlines.
  
• Ability to handle multiple concurrent activities.
  

Specific Technical Skills Preferred:

• Experience with organizational transformation and it's impact on service delivery methods and end user experience
  
• Experience creating, managing and executing on hiring and staff development plans
  
• Experience with best in class ITSM delivery tools (ServiceNow)
  
• Experience with omni channel support methods, virtual chat, AI, and predictive intelligence technologies
  
• Experience creating metrics and measures utilized to maintain service levels and identify areas for improvement
  
• Constructed and deployed an IT service catalog through technology support data, metrics and analysis of critical business functions to align services offered/delivered to business impactful outcomes.
  

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. Employees (and their families) are eligible to participate in the Company's comprehensive health, dental, and vision insurance plan options. Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability, and to enroll in the Company's Employee Assistance Program and other wellness initiatives. Employees may also participate in the Company's 401K plan, with matching contributions by the Company.

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