Information Technology Manager Jobs

Independence Pet Group® (IPG) is one of North America’s largest pet insurance and services organizations. Our impressive family of brands supports insurance for more than 600,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

Job Summary:

We are seeking an IT Manager to oversee our service desk support team in providing exemplary IT support to our employees. The ideal candidate will bring their experience, best-practices, innovative strategies, and collaborative attitude to help deliver professional, effective, and efficient technical support for all corporate applications, third-party services, and endpoints. The IT Manager is the face of service-desk operation to management and business stakeholders. Effective verbal and written communication skills are critical to keep stakeholders informed, influence decisions, and develop healthy business relationships with company leaders across multiple divisions. The ability to communicate with technical and non-technical employees is paramount and should be complemented by excellent interpersonal and conflict management skills. The candidate should have a thorough knowledge of computer software and hardware including great troubleshooting abilities and attention to detail. The role will broadly help the entire IT team to build and maintain an updated and efficient system to optimize the role of technical support throughout the business.

Job Location: Remote work is not available in AK, MT, HI (US) and Quebec, Nunavut, NW Territories, Yukon (Canada)

Main Responsibilities:

• Supervise and support service desk/help desk team and operations
• Manage procurement lifecycle process (purchase, configuration, monitoring, and disposal) of end-user IT hardware and software
• Monitor team progress and performance to accomplish service desk goals and provide management reports on key service desk KPIs (key performance indicators)
• Implement and manage asset management systems to track IT hardware lifecycles from acquisition to disposal
• Escalate and assist with resolutions of third-party software/systems issues with the internal team
• Work with IT management and Cybersecurity team to ensure confidentiality, integrity, and availability of end-user computer systems
• Manage IT service desk staff scheduling and ensure the availability of resources to cover organizational support needs
• Oversee the development and publishing of technical support knowledge base, FAQs (Frequently Asked Questions), and other documentation to facilitate efficient, effective, and consistent problem resolution for common issues
• Organize and schedule upgrades and maintenance while limiting scope of impact on the ability for employees to complete their work
• Establish and implement appropriate ITIL standards in line with business objectives
• Standardize endpoint hardware specifications and core imaging processes and procedures
• Foster positive end-user relationships and drive customer satisfaction
• Administer IT service desk and incident management system
• Promote continuous improvement of service desk support processes and procedures
• Act as escalation point for all requests and incidents
• Ensure that all processes used by the service desk are thoroughly documented and consistently audited
• Manage urgent requests and complicated support issues and ensure requests are resolved in a timely manner
• Build and develop cohesive team via training, coaching, counseling, career development and performance evaluations
• Define team goals and lead service desk staff to achieving desired results while being accountable for overall service desk performance
• Facilitate escalation and resolution of third-party software/systems issues by the support team
• Supervise maintenance and configurations of endpoint management tools
• Coordinate appropriate onboarding and offboarding workflow activities of employees, contractors, and partners

Qualifications:

• Have a genuine passion for providing excellent customer service and a problem-solving attitude
• Solution-focused and constantly looking for methods of improving process
• In-depth understanding of diverse computer systems and networks
• Understanding of basic and advanced IT infrastructure operations and IT security concepts
• At least seven years of experience as an IT service desk manager or senior technical support role
• Ability to plan, organize, and coordinate work to meet established deadlines and accommodate rapidly changing priorities
• Understanding of the value and limitations of ITIL
• Must be team-oriented, possess a positive attitude, and work well with others
• Use of conflict-resolution skills to address client frustration and diffuse tense situations
• Bachelor’s degree or similar relevant work experience.
• Strong technical background with ability to communicate complex information to stakeholders
• Self-motivated individual with excellent time management and organization skills
• Detail oriented, excellent follow through, ability to work independently
• Strong oral and written communication and interpersonal skills with ability to effectively listen and communicate information in a clear and concise manner
• Must be flexible and dependable as needs change
• Experience with IT service management systems
• Excellent diagnostic and problem-solving skills
• Proven ability to lead teams toward organizational goals with successful outcomes
• Ability to recruit, retain, and develop high performing individuals to support IT service desk
• Good knowledge of internet security and data privacy principles
• Capacity to multitask and provide focused attention on high-priority issues to ensure all important activities are addressed
• Ability to provide constructive feedback and coaching to direct reports, including individuals who are underperforming
• Ability to show empathy and help staff to work through high-stress situations in a professional manner
• Conform with and abide by all regulations, policies, work procedures and instructions.

Benefits:

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Employee Assistance Program (EAP)
• Company paid short-term and long-term disability
• Commuter Benefits
• Health Savings Account (HSA)
• Pet friendly office environment
• Flexible Spending Accounts (FSA)
• 12 weeks of 100% paid Parental Leave
• Personal Paid Time Off
• Comprehensive full medical, dental and vision Insurance
• Group Pet Insurance
• On the job training and skills development
• 401(k) savings plan
• Basic Life Insurance at no cost to the employee
• Paid time off to volunteer at nonprofit organizations
• Ten holidays and company-wide Wellness Day off