IT Customer Service Manager (Hybrid In Office 10 daysMonth)

We are adding an IT Customer Service Manager to our team! This is a hybrid position requiring individuals to work in office 10 days per month; or as needed for business needs.

Who We Are:

Since 1909 National Guardian Life Insurance Company (NGL) has been one of Americas most successful and highly rated independent life insurance companies. We specialize in a suite of innovative products for lifes journey giving people the financial stability careful guidance and peace of mind to lead a life filled with confidence dignity and grace.

NGLs Core Values integrity dependability collaboration compassion and growth are a foundation of our company and help to build on the interactions we have with our policyholders partners funeral homes and each other. We believe in creating an inclusive welcoming environment for all where diversity is celebrated and everyone is encouraged to live their best most authentic self. We offerEmployee Resource Groups for employees to get involved learn network and offer professional and personal development opportunities.

With over 100 years of experience our passion is to serve people.Learn more.

Work Environment:NGL offers a flexible work environment where employees can work fully remote hybrid or onsite at our Madison Wis. office. We support virtual working arrangements in certain states outside of WI.

A Day in the Life:

The IT Customer Service Manager has supervisory responsibilities for the IT customer service (service desk) staff administration of the enterprise service desk software (including identifying trends in system issues that need proactive mitigation) coordination of IT incident management communications and processes office automation training/support and software/device administration and support. This role is responsible for guiding staff performance through coaching training opportunities and career development. Additional responsibilities include supporting desktop leases desktop accessories purchases copier leases and oversight of printer support agreements as well as maintaining IT asset inventory practices and records within the IT customer service scope.

This individuals goal is to ensure customer service expectations are met or exceeded through timely professional support consistent service desk processes and clear communication during system incidents or outages. This role acts as an escalation point for customer incidents service interruptions and service desk issues. The IT Customer Service Manager maintains an active working dotted line relationship between home office and remote operational areas.

Primary Responsibilities:

Manager Responsibilities

• Provide strategic leadership and direction
  • Actively motivate inspire and develop key talent by serving as a role model of NGLs 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.

People Leadership

• 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.

Technical Support and Customer Experience

• 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.

Data and Reporting

• Provide data and reporting of KPIs 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.

IT Administration Support

• 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.
• Assist with maintaining accurate IT asset inventory records and related processes within the IT customer service scope.

Additional Duties

• Complete assigned projects tasks and/or milestones by agreed upon due dates.
• Perform other related duties as requested.

Essential to Your Success:

• Working knowledge of Windows desktop operating systems and common end-user computing environments
• Working knowledge of Microsoft 365 productivity and automation tools with the ability to train and support end users
• Familiarity with help desk / ITSM software (ticketing queues knowledge base reporting) and customer service best practices
• Basic understanding of Active Directory/Entra ID user administration concepts
• Strong customer service mindset with a consistent attitude toward positive and professional support
• Ability to prioritize and manage multiple tasks make timely decisions and meet deadlines in a fast-paced support environment
• Strong written and verbal communication skills with the ability to communicate effectively with internal customers technical staff and external vendors as needed
• Ability to evaluate multiple solutions to a problem and select an appropriate course of action
• Experience working in a team-oriented collaborative environment; willingness to learn and grow as a people leader

Education Requirements:

• Preferred: Bachelors degree in Information Systems Business Administration or related field preferred.

Years of Experience:

• 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.

What We Offer:

At NGL we provide a comprehensive Total Rewards package that includes competitive base pay and benefits designed to offer solutions to help meet your unique life needs.

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 $1500 (Family) or $1000 (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!

Click hereto learn more about our comprehensive Total Rewards program.

NGL is committed to creating a diverse environment and is an Equal Opportunity Employer. Qualified applicants will be considered for employment without regard to race color creed religion national origin ancestry citizenship status age disability sex or gender (including pregnancy childbirth and related medical conditions) gender identity or gender expression (including transgender status) sexual orientation marital status military service and veteran status physical or mental disability protected medical condition as defined by applicable state or local law genetic information or any other characteristic protected by applicable federal state or local laws.

NGL is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation please contact.

Required Experience:

Manager