Carex is partnering with a company within the insurance industry to hire an IT Customer Service Manager who will lead the IT customer service (service desk) function and ensure the delivery of reliable, timely, and professional technical support across the organization. This role oversees service desk staff, manages the enterprise IT service management platform, and drives continuous improvement in customer support processes. The IT Customer Service Manager serves as an escalation point for service incidents and outages while fostering a culture of accountability, collaboration, and high-quality customer service. The position also guides team development through coaching, training, and career growth opportunities while maintaining strong coordination between central IT operations and remote business locations.
What You’ll Do
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Provide leadership and direction for the IT customer service (service desk) team, ensuring requests and incidents are resolved accurately and within established timelines.
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Motivate, mentor, and develop team members through coaching, feedback, and professional development opportunities.
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Establish and maintain service desk standards, procedures, and documentation to support service quality, security, and operational performance.
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Monitor workload, prioritize requests, and maintain efficient workflows across service desk operations.
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Administer and support the IT service management (ITSM) platform, including queue configuration, reporting, workflow improvements, and knowledge base management.
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Identify trends in system issues and implement proactive mitigation strategies to improve service reliability.
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Serve as the escalation point for customer incidents, service interruptions, and service desk operational issues.
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Coordinate incident management activities including internal communication, status updates, and post-incident follow-up.
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Provide KPI reporting and trend analysis related to service desk performance, customer satisfaction, and operational metrics.
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Review customer feedback and survey data to drive continuous improvements in support services and tools.
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Communicate service desk status, outages, and customer-impacting changes to stakeholders across the organization.
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Support end-user computing administration including device support, software administration, and troubleshooting.
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Deliver office automation training and guidance to enterprise personnel while collaborating with other IT teams.
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Maintain IT asset inventory processes and records within the IT customer service scope.
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Assist with management of desktop leases, accessory purchasing, copier leases, and printer support agreements.
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Lead or support cross-functional initiatives and process improvement efforts that enhance IT service delivery.
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Complete assigned projects and operational milestones according to agreed-upon timelines.
What You’ll Bring
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Bachelor’s degree in Information Systems, Business Administration, or a related field preferred.
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At least three years of experience as a technical team lead or in a senior technical support role.
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Demonstrated experience mentoring, coaching, or guiding service desk staff in a lead or supervisory capacity.
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Experience supporting or administering help desk or ITSM platforms including ticket management, reporting, and workflow configuration.
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Familiarity with ITIL or IT service management frameworks and service desk best practices.
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Working knowledge of Windows desktop operating systems and common end-user computing environments.
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Experience supporting Microsoft 365 productivity tools and providing end-user training.
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Basic understanding of identity and access administration concepts such as Active Directory or Entra ID.
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Strong customer service orientation with the ability to deliver professional and positive support experiences.
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Ability to prioritize multiple tasks, make sound decisions, and meet deadlines in a fast-paced support environment.
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Strong written and verbal communication skills with the ability to interact effectively with technical teams, business users, and vendors.
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Analytical problem-solving skills with the ability to evaluate multiple solutions and determine the most appropriate course of action.
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Experience working in collaborative, team-oriented environments with a commitment to continuous learning and leadership growth.
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.
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