IT Manager - ServiceDesk and Account Operations

Location(s)
Jacksonville FL

Details

Kemper is one of the nation's leading specialized insurers. Their success is a direct reflection of the talented and diverse people who make a positive difference in the lives of their customers. They believe a high-performance 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 their customers, who have unique and evolving needs.

Job Description

• The Manager of ServiceDesk and Account Operation is responsible for the development, planning and implementation of strategic corporate functions such as level 1 HelpDesk/ServiceDesk, the Account Provisioning and deprovisioning operation as well as system security audit.
• The incumbent will analyze the needs of the organization and match solutions that consider size, implementation, integration, functionality, and budget.

• This role will be responsible for contributing to strategy and planning, acquisition and development, and operational management on short and long-term strategies.
• 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.
• Partner with management and leadership to identify needs and resolve issues. This includes researching the background of issue(s), identifying root causes, quantifying the scope and scale of issue(s), identifying possible solutions, making recommendations, and executing the solution.
• Manages and coordinates urgent and complicated support issues and acts as escalation point for all requests and incidents.
• Incorporate new technology solutions after performing cost-benefit analyses and evaluating relevant data points and possible automated enhancements.

• Determines root cause of issues and communicates appropriately to internal and external customers.
• Trains, coaches, and mentors ServiceDesk management including career development while overseeing staff activities.
• Partner with management and leadership to identify needs and resolve issues. This includes researching the background of issue(s), identifying root causes, quantifying the scope and scale of issue(s), identifying possible solutions, making recommendations, and executing the solution.
• Negotiate and administer vendor and consultant contract and service agreements.
• Develops Service and Business Level Agreements to set expectations and measure performance.

Qualifications

• Prior experience supporting large scale ServiceDesk call center preferred.
• Working knowledge of application architecture, database and network technologies required.
• A strong business acumen and ability to maintain budgetary control.
• Proven and demonstrated leadership, communication, organization, and effective management of technology projects.

• 5-7 years' experience working with IT operations and business processes.
• Strong analytical and interpersonal skills.
• Excellent knowledge and understanding of computer systems, security, network, and systems administration.
• Exceptional communication skills both written and verbal
• Rigorous attention to detail and highly organized, but able to operate with ease at all levels (from strategy to execution).

• Deep empathy for customer experience - always analyzing and assessing from the customers' viewpoint.
• Authentic people leader who invests in nurturing potential, as well as proven talent.
• Strong analytical skills looking broadly across the organization, with the ability to summarize data from various inputs.
• Strategic thinker with proven ability to operationalize the strategy. Strong problem-solving skills
• Clear and optimistic vision for what can be. Proven ability to execute with urgency and pragmatism in the current environment.

• High curiosity - proactively seeking to learn more and 'connect the dots' for better solutions. Affinity toward technology as a customer experience enabler.
• Bachelor's degree in information technology, accounting/finance coursework, computer engineering, or related field of study preferred