Senior Support Manager

Group 1001

Senior Support Manager leading client support operations for Group 1001 Insurance. Overseeing day-to-day DWX support functions and collaborating with various teams to enhance service quality.

Posted 6/17/2026full-timeZionsville • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

You will lead the day-to-day operations of our DWX support function — incident response, escalation management, service quality, and team performance.
You'll be the face of DWX to the business: the person executives call when something matters, and the person they trust to get it right.
You'll set the standard for what "elite service" looks like, then build the team, processes, and metrics to deliver it consistently across a regulated, fast-moving environment.
You'll drive effective problem management and partner on engineering processes wherever needed to ensure operational excellence and resilience.
That means turning recurring incidents into permanent fixes, championing root-cause discipline over symptom-chasing, and embedding the kind of post-incident learning that compounds over time.
When patterns emerge, you'll work cross-functionally to engineer them out — not just route around them.
You'll be a connector across the technology organization, working hand-in-hand with Operations Engineering, Product Management, and Business Technology to align support outcomes with platform roadmaps, product priorities, and business strategy.
You'll be the leader who can sit with an L&A operations head, understand how policy administration and claims workflows actually drive the P&L, and translate that understanding into service decisions that protect the core competency of the business.

Requirements

What you’ll need

You've spent 8+ years in IT support or service delivery leadership, ideally within L&A, insurance, or financial services — environments where regulatory scrutiny is high and downtime carries real consequences.
You've managed teams of 15+ and have scaled support functions through growth, M&A, or transformation.
You're fluent in modern DWX: endpoint management, identity, collaboration platforms, ITSM (ServiceNow or equivalent), and the metrics that actually predict client satisfaction.
You bring genuine depth in problem management — not just ticket triage — and you know how to partner with engineering teams to deliver durable fixes, not just faster workarounds.
You understand that SLAs are table stakes; what wins trust is responsiveness, ownership, communication when things go wrong, and a relentless focus on making sure the same thing doesn't go wrong twice.
You're equally comfortable in a boardroom and a war room.
You can de-escalate a frustrated executive, coach a junior analyst through a P1, and present a quarterly service review that earns nods instead of pushback.
You lead with empathy, hire with rigor, and hold a high bar without burning people out.
Above all, you're curious about the business. You ask why before you ask how.
You want to understand what makes L&A different from asset management, why a quarter-end close matters, and what an advisor actually needs at 7:45 AM on a Monday — because that's the difference between competent support and the elite service our clients deserve.

Benefits

Comp & perks

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.
All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

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Hard Skills & Tools

IT supportservice delivery leadershipproblem managementincident responseescalation managementservice qualityendpoint managementidentity managementITSMmetrics analysis

Soft Skills

communicationleadershipempathyproblem-solvingcollaborationcoachingresponsivenessownershipcuriosityorganizational skills