National Guardian Life Insurance Company

IT Customer Service Manager – Hybrid, In Office 10 days/Month

National Guardian Life Insurance Company

full-time

Posted on:

Location Type: Hybrid

Location: Madison • Wisconsin • United States

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Tech Stack

ITSM

About the role

  • Provide strategic leadership and direction
  • Actively motivate, inspire, and develop key talent by serving as a role model of NGL’s core values, applying effective leadership principles and fostering a positive workplace culture.
  • Build and maintain high-performing teams including selecting, developing, coaching, rewarding and recognizing employees.
  • Champion or sponsor cross-functional business initiatives or improvements and delegate project responsibilities where appropriate for growth opportunities.
  • Manage day-to-day operational and workforce risks to ensure NGL processes adhere to industry, regulatory, and workplace compliance standards.
  • Create alignment within teams and processes by increasing collaboration and defining talent development paths and opportunities.
  • Oversee daily activities of the IT customer service (service desk) team to ensure requests and incidents are addressed completely and on time.
  • Ensure written standards and procedures are created, maintained and followed in IT Customer Service to support service, security, and performance standards.
  • Set clear expectations with staff and provide guidance to achieve desired outcomes.
  • Monitor workload and ensure an orderly workflow according to priorities for the IT customer service function with guidance from leadership and system stakeholder group(s).
  • Support estimating and meeting task/project deadlines for customer service initiatives, tool enhancements, and process improvements.
  • Monitor and support the IT Customer Service desk application (ITSM/service desk tool), including queue configuration, basic administration, reporting, and continuous improvement of workflows.
  • Take ownership of customer issues and follow problems through to proper resolution, ensuring appropriate escalation and communication.
  • Coordinate incident management activities for the customer service function, including customer communications and post-incident follow-up where applicable.
  • Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly, and as needed.
  • Review survey feedback and work with the team to improve services, tools, and support experience.
  • Ensure appropriate communication is disseminated throughout the IT Department and NGL as it relates to service desk status, incidents, outages, and customer-impacting changes.
  • Support software/device administration and end-user support activities (in alignment with team scope and standards).
  • Provide office automation training and support to enterprise personnel, partnering with other IT teams as needed.
  • Stay current with technical advances in existing tools and emerging technologies utilized by the service desk and end-user computing environment.

Requirements

  • Preferred: Bachelor's degree in Information Systems, Business Administration or related field preferred.
  • A minimum of three years of experience as a technical team lead or relevant experience in a technical support role.
  • Detailed understanding of insurance processing concepts and procedures.
  • Experience with help desk support, maintenance, system analysis.
  • Experience implementing or utilizing ITIL/ITSM framework
  • A minimum of one year of experience as a senior/lead support role (team lead, senior analyst, shift lead, or similar), demonstrating coaching/mentoring responsibilities or ownership of service desk processes.
Benefits
  • 20 days of Paid Time Off growing to 25 days after 5 years
  • 11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
  • Health care, dental and vision plans
  • Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
  • Annual bonus based on personal and company performance
  • Paid Parental Leave
  • 401(k) match up to 9%
  • Paid Sabbatical after 8 years
  • Paid Volunteer Time
  • Education Assistance Program
  • Employee Recognition Program
  • And much more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITILITSMhelp desk supportsystem analysisincident managementcustomer servicedata reportingworkflow improvementoffice automationtechnical support
Soft Skills
leadershipteam buildingcoachingmentoringcommunicationcollaborationproblem-solvingmotivationinspirationorganizational skills