IT Service Desk Manager

Location(s)

Details

Kemper is one of the nation’s leading specialized insurers. Our success is a direct reflection of the talented and diverse people who make a positive difference in the lives of our customers every day. We believe a high-performing culture, valuable opportunities for personal development and professional challenge, and a healthy work-life balance can be highly motivating and productive. Kemper’s products and services are making a real difference to our customers, who have unique and evolving needs. By joining our team, you are helping to provide an experience to our stakeholders that delivers on our promises.

The IT Service Desk Manager is responsible for managing the staff, processes and complex operations of the Kemper Service Desk. The manager oversees the work of other employees to ensure the successful completion of tasks. Use your problem-solving skills and motivate staff results by communicating job expectations, meticulous planning, monitoring, and appraising. This role will handle coaching, counseling, and disciplining employees as well as initiating, coordinating, and enforcing systems, policies, and procedures. The manager must maintain workflow by monitoring steps of the process, understanding the inevitable variables, facilitating corrections and multitasking.

Job Description

• Manages the performance of Level 1 support to clients and ensure that service levels are achieved. Ensures that customer expectations are met or exceeded. Responsible for ensuring the staff is meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
• Oversees the requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Acts as escalation point for all requests and incidents. Develops and matures phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determines root cause of issues and communicate appropriately to internal and external customers.
• Trains, coaches, and mentors Service Desk Specialists and supervisors including career development. Oversees staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedules employees working times. Interacts with internal and external customers.
• Provides data and reporting and trends to IT department and others, weekly, monthly, and as needed. Drives Ticket Deep Dive and develop strategies for improvement. Works to make Service Desk the single source of truth and service delivery channel for IT. Monitors and manages phone queue (participating in escalated calls as needed).
• Oversees Solutions repository to ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advises management on situations that may require additional client support or escalation.
• Reviews survey feedback to improve services, tools, and support experience. Maintains confidentiality in all applicants, client, and verification and company proprietary information.
• Reports on key performance indicators to determine team performance and areas for improvement.

Qualifications

• 4+ years of IT Help Desk/Service Desk experience
• Management experience of a technical helpdesk team of 5 or more
• Strong Excel and reporting expertise
• Top-notch communication skills are important to be able to clearly communicate expectations with all members of the team
• Active Directory experience
• Preferred experience in Service Now, Office 365 , Azure, Workday
• Technical Certifications a plus.
• This position will be located in Jacksonville, FL (Hybrid schedule – one day in the office per week).
• Sponsorship is not offered for this position.

Kemper is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other status protected by the laws or regulations in the locations where we operate. We are committed to supporting diversity and equality across our organization and we work diligently to maintain a workplace free from discrimination. Kemper is focused on expanding our Diversity, Equity and Inclusion efforts to align with our vision, mission, and guiding principles. Kemper does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Kemper and Kemper will not be obligated to pay a placement fee.

Kemper will never request personal information, such as your social security number or banking information, via text or email. Additionally, Kemper does not use external messaging applications like WireApp or Skype to communicate with candidates. If you receive such a message, delete it.

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