IT Support Center Manager

Ameritas

Lead an established IT Service Desk team to the next level of service delivery excellence through strategic vision and process evolution.

At Ameritas, fulfilling life is what we do daily. We continuously strive to help our customers and employees enjoy life at its very best by reducing uncertainty, helping grow assets and protecting what is most cherished. We’re here to help people put worry behind and the future ahead and help enable a life that’s rich in family, happiness, health and financial security. When lives are fulfilled, our mission is fulfilled. Ameritas Life Insurance Corp is seeking an IT Service Desk Manager to drive the business leading a team of Service Desk associates delivering outstanding IT support and services to both internal and external customers. 

This role will oversee the day-to-day activities for the Ameritas IT Service Desk.  This will involve leading projects; managing, leading, developing, and mentoring staff; and building relationships with other IT leaders and business counterparts.  In addition to internal stakeholders, the role will also develop and maintain relationships with key external technology partners.

Essential Job Functions

* Create a high performing culture within the team by developing associate resources.
* Design and implement processes to better achieve desired results.  Examples will likely include a move towards a tiered service delivery model.
* Identify and resolve problems for both internal and external parties.  An ability to empathize and understand the impacts of IT issues on business partner outcomes will be critical to success.
* Develop partnerships within the organization to engage in cross-functional initiatives.  Consult with other IT and business associates and leaders.
* Anticipate impacts and incorporate into the planning of future service structures and solutions
* Plan and organize the work of associates.  Monitor multiple streams of service requests (phone, email, chat, etc.) and ensure issues are resolved or escalated within expected service levels.
* Advance the practice of IT Service Management, and act as a partner to the business stakeholders who this role supports.

Requirements

* 4+ years of related experience working within or managing an IT Service Desk, IT Help Desk, or IT Support environment required.
* 2+ years of supervisory or managerial experience required.
* Bachelor's Degree or equivalent combination of education and experience required.
* Relevant certifications (HDI, ITIL, etc.) are desired but not required.

We are Ameritas: proud to say we're in the business of fulfilling life.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Job ID: 6637

Posted 16 days ago

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