It Service Desk Manager

Our client 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. It'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.

IT Service Desk Manager

Location: Waltham, MA

Compensation: $110k-140k + bonus + benefits

IT 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.

Qualifications:

• Bachelor’s degree required.
• 8+ years of direct, technical experience required.
• 3+ years of people-leading experience required.
• Comprehensive 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.

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 with business needs/value
• Build and evolve service delivery processes that enhance the user experience and build consistent, reliable service delivery patterns for 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 practices 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 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