UFG Insurance

Help Desk Supervisor

UFG Insurance

full-time

Posted on:

Location Type: Hybrid

Location: Cedar Rapids • Iowa • 🇺🇸 United States

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Salary

💰 $71,598 - $94,396 per year

Job Level

Mid-LevelSenior

Tech Stack

ITSM

About the role

  • Overseeing the daily operations of the Help Desk team, ensuring timely, high-quality technical support for end users.
  • Supervising and mentoring Help Desk team members, providing coaching, development, and performance feedback.
  • Managing daily staffing, ticket queues, and workload distribution to ensure appropriate coverage and timely resolution of issues.
  • Monitoring SLA performance and reporting on team metrics, identifying areas for improvement.
  • Promoting the use of ITSM tools (e.g., JIRA/JSM, Confluence) to manage tickets, track performance, and document solutions.
  • Partnering with Technology Operations and Delivery teams to ensure efficient escalations and resolution of complex issues.
  • Supporting tracking and reporting of hardware, software, and peripheral inventory related to Help Desk operations.

Requirements

  • Bachelor’s degree in information technology, Computer Science, MIS, or equivalent work experience in an enterprise technology environment.
  • 5+ years of IT support or help desk experience.
  • 2+ years of leadership experience in a service desk/help desk environment, including team supervision or project leadership.
  • Demonstrated experience with ticketing systems, reporting, and SLA management.
Benefits
  • Annual incentive compensation
  • Medical, dental, vision & life insurance
  • Accident, critical Illness & short-term disability insurance
  • Retirement plans with employer contributions
  • Generous time-off program
  • Programs designed to support the employee well-being and financial security.

Applicant Tracking System Keywords

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

Hard skills
IT supporthelp desk operationsticketing systemsSLA managementperformance reportingtechnical supportworkload distributioninventory tracking
Soft skills
team supervisionmentoringcoachingperformance feedbackproblem-solvingcommunication
Certifications
Bachelor’s degree in information technologyBachelor’s degree in Computer ScienceBachelor’s degree in MIS