IT Service Desk Manager
Company Name:
Progressive
Join a place where innovation and creativity are a way of life -- and love what you do.
Why Progressive? We're a company that doesn't stop until a job is finished, with a goal to consistently test our limits and exceed expectations. As a member of our IT group, you'll have the opportunity to work on market-changing projects in a dynamic, collaborative environment where innovative thinking is encouraged.
IT Service Desk Manager
As an IT Service Desk Manager, you will manage a technical team within a Tier 1 Service Desk organization. This team is responsible for providing technical support to Progressive employees and our external Agents. You will create strong partnerships across the organization to enable effective coordination and communication of critical issues to improve the customer experience.
The position can be based out of Mayfield Village, Ohio or Colorado Springs, CO. Your team will consist of Service Desk Representatives that handle technical support calls for customers. The teams are cross-trained to support our three customer types (Claims, Agent and all other IT).
Key
Responsibilities:
Monitor the performance of help desk resources, which includes ensuring assigned tasks are completed, addressing and resolving performance related issues, providing feedback on day-to-day performance, preparing and delivering performance evaluations, and working to identify and address training needs.
Provide training, career development, mentoring, and consultation to staff members, which may include mentoring on career plans and working to develop needed skill sets within the team.
Define performance expectations and develops S.M.A.R.T objectives in alignment with departmental goals, and develop professional development plans for management team.
Function as a source of information to others regarding changes in the business as well as standard operating procedures.
Knowledge, Skills &
Experience:
Bachelor's Degree in an IT discipline, Computer Science or MIS preferred. In lieu of a degree, equivalent work experience may be accepted.
Must have prior experience successfully leading or managing a team of technical IT resources with demonstrated progression of increased scope and complexity. This should include three to five years in a management role within an IT area, which could include the IT Service Desk.
Solid understanding of IT supported technologies, and a broad knowledge of IT Technology and infrastructure.
Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.
Excellent leadership skills with the ability to execute short-range plans (i.e., 30-90 days). Should also have the ability to react quickly to issues, and develop both short and long-term solutions.
Excellent time management skills and ability to multi-task, prioritize, and pay close attention to details.
Advanced PC skills with a working knowledge of associated software, including spreadsheets.
Possesses strong working knowledge of Progressive's systems, safety, quality and operational procedures, training manuals, and company policies and procedures.
Progressive Offers:
Gainshare bonus (Our annual Gainshare bonus program rewards employees based on the company's achievement of annual performance objectives)
Medical, dental, vision and life insurance benefits
Ongoing training and opportunities for career advancement
Award winning, inclusive environment with Employee Resource Groups
Flexible shifts, casual dress, and great corporate culture
401k plan
Tuition assistance
Employee discounts
Child care subsidy
On-site clinical care and fitness center
Apply Now
Apply now and find out what it's like to be valued for the talent and passion you invest in all that you do.
Here are a few things to keep in mind when applying with us:
You'll be asked for information around your employment history and educational background
After applying, you are able to monitor your status in the recruiting process on your profile
A recruiter will contact you by email or phone if you are under consideration for a current position
Some positions require candidates to meet company requirements on our online assessment test
Candidates must pass a comprehensive background check
Equal Opportunity Employer
/Sponsorship is not available for this position//.//Progressive generally does not sponsor foreign national candidates for work authorization except for positions that in Progressive's determination require highly specialized knowledge and for which candidate sponsorship is appropriate./
#vfj-11-11#
Job: Information Technology
Title: IT Service Desk Manager
Location: Colorado-Colorado Springs
Requisition ID: 123641 Estimated Salary: $20 to $28 per hour based on qualifications.
Progressive
Join a place where innovation and creativity are a way of life -- and love what you do.
Why Progressive? We're a company that doesn't stop until a job is finished, with a goal to consistently test our limits and exceed expectations. As a member of our IT group, you'll have the opportunity to work on market-changing projects in a dynamic, collaborative environment where innovative thinking is encouraged.
IT Service Desk Manager
As an IT Service Desk Manager, you will manage a technical team within a Tier 1 Service Desk organization. This team is responsible for providing technical support to Progressive employees and our external Agents. You will create strong partnerships across the organization to enable effective coordination and communication of critical issues to improve the customer experience.
The position can be based out of Mayfield Village, Ohio or Colorado Springs, CO. Your team will consist of Service Desk Representatives that handle technical support calls for customers. The teams are cross-trained to support our three customer types (Claims, Agent and all other IT).
Key
Responsibilities:
Monitor the performance of help desk resources, which includes ensuring assigned tasks are completed, addressing and resolving performance related issues, providing feedback on day-to-day performance, preparing and delivering performance evaluations, and working to identify and address training needs.
Provide training, career development, mentoring, and consultation to staff members, which may include mentoring on career plans and working to develop needed skill sets within the team.
Define performance expectations and develops S.M.A.R.T objectives in alignment with departmental goals, and develop professional development plans for management team.
Function as a source of information to others regarding changes in the business as well as standard operating procedures.
Knowledge, Skills &
Experience:
Bachelor's Degree in an IT discipline, Computer Science or MIS preferred. In lieu of a degree, equivalent work experience may be accepted.
Must have prior experience successfully leading or managing a team of technical IT resources with demonstrated progression of increased scope and complexity. This should include three to five years in a management role within an IT area, which could include the IT Service Desk.
Solid understanding of IT supported technologies, and a broad knowledge of IT Technology and infrastructure.
Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.
Excellent leadership skills with the ability to execute short-range plans (i.e., 30-90 days). Should also have the ability to react quickly to issues, and develop both short and long-term solutions.
Excellent time management skills and ability to multi-task, prioritize, and pay close attention to details.
Advanced PC skills with a working knowledge of associated software, including spreadsheets.
Possesses strong working knowledge of Progressive's systems, safety, quality and operational procedures, training manuals, and company policies and procedures.
Progressive Offers:
Gainshare bonus (Our annual Gainshare bonus program rewards employees based on the company's achievement of annual performance objectives)
Medical, dental, vision and life insurance benefits
Ongoing training and opportunities for career advancement
Award winning, inclusive environment with Employee Resource Groups
Flexible shifts, casual dress, and great corporate culture
401k plan
Tuition assistance
Employee discounts
Child care subsidy
On-site clinical care and fitness center
Apply Now
Apply now and find out what it's like to be valued for the talent and passion you invest in all that you do.
Here are a few things to keep in mind when applying with us:
You'll be asked for information around your employment history and educational background
After applying, you are able to monitor your status in the recruiting process on your profile
A recruiter will contact you by email or phone if you are under consideration for a current position
Some positions require candidates to meet company requirements on our online assessment test
Candidates must pass a comprehensive background check
Equal Opportunity Employer
/Sponsorship is not available for this position//.//Progressive generally does not sponsor foreign national candidates for work authorization except for positions that in Progressive's determination require highly specialized knowledge and for which candidate sponsorship is appropriate./
#vfj-11-11#
Job: Information Technology
Title: IT Service Desk Manager
Location: Colorado-Colorado Springs
Requisition ID: 123641 Estimated Salary: $20 to $28 per hour based on qualifications.
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