Technology Services Manager

Overview

Founded in 1898 , Mutual of Enumclaw is a people-first insurer rooted in community, recognized as Washington’s Best Company to Work For for the 13th consecutive year , and proudly serving individuals, families, farms, and businesses through local independent agents across the West.

The Technology Services Manager reports to the Director of Enterprise Infrastructure and Services and oversees enterprise-wide client device engineering and operations. This role will help define and manage all end-user computer experiences specific to core functionality, features, and performance. This role also manages Help Desk operations as assigned, including resource management, scheduling, and performance evaluations. This role will assist, guide, and ensure their employees are adequately trained in assigned design and support functions. This role works closely with business unit stakeholders and team leads, ensuring performant business operations related to technology solutions and needs.

Location: The successful candidate will work on-site at our Home Offices in the Greater Seattle area. Candidates must live within driving distance of our Home Offices.

Hiring Range: $97,980 - $114,810

Salary Range: $97,980 - $134,223

* The hiring range represents Mutual of Enumclaw’s current hiring pay scale for this role. Mutual of Enumclaw reserves the right to modify or update this range any time. Exact compensation may vary based on skills and experience. Compensation is only one part of our entire total rewards package. To see some of the benefits and perks we offer, please click here.

Responsibilities

Supervisory Responsibilities:

- Recruit, interview, and hire new staff.

- Conduct performance reviews and evaluations.

- Manage direct reports and all aspects of training and metrics reporting.

- Intake and resolve any Help Desk manager escalations.

- Coach and mentor team members, providing regular feedback and individual development plans to support career growth.

- Build succession plans and cross-training paths to strengthen team capability and continuity.

Responsibilities:

- Proactively manage the Client Engineering and Help Desk support teams working to ensure best practices for end-user computing devices and experience.

- Maintain current knowledge base, Help Desk portal capabilities, user documentation, and applicable procedures for areas of responsibility – including routine reviews.

- Engage with key business stakeholders to understand workflow requirements and how client devices, configurations, and performance are optimized.

- Work closely with business unit stakeholders and customers on behalf of the IT department for enhancements, lifecycle, new requirements, and operational support.

- Assist with budget planning.

- Provide performance metrics against defined SLAs and processes.

- Manage operational support, escalations, and best practices, ensuring adequate coverage for call volumes and operational excellence with a focus on customer service.

- Prepare reports for general awareness, incident management, trend management, auditing, and record-keeping.

- Stay current on leading-edge technologies for potential adoption, improvements, and roadmap development, ensuring future technical relevance.

- Be a representative and collaborate with multiple business units across MoE, keeping the end user needs at the forefront.

- Anticipate what users may need when it comes to modernizing the home workplace, and act proactively to ensure the best experience possible.

- Create and maintain processes for all help desk and service management functions.

- Work closely with business unit stakeholders and customers on behalf of the IT department for enhancements, lifecycle, new requirements, and operational support.

- Asset management and procurement: Log incoming assets, track storage, and inventory of all hardware up to and including cabling for end-user use.

- Keep current on telecommunication accounts and hardware to ensure overages are avoided and order new hardware when needed.

- Configure and maintain (ITSM) ticketing system as needed for incident, change, and problem management.

- Provide operational and engineering liaison functions with all business stakeholders, departments, and field operations to keep abreast of policy, procedural, and/or business changes requiring IT awareness or communications.

- Create and manage an end-user onboarding program to include new hire education for all Mutual of Enumclaw employees (local or remote) and ongoing training for sharing tips, training, and information with end users.

- Keep all processes, including change, problem, and incident, current using continuous service improvement strategies.

- Participate in Major Incidents (outages) as a coordinator, communicator, and general advisor as needed.

- Participate in cybersecurity exercises and improve upon help desk response times.

- Provide Training materials such as documents, videos, and resources for new (or existing) technology changes company-wide.

- Create and maintain company-wide newsletters about IT information.

- Knowledge Management - Keep business-facing procedures and processes current for the company.

- Leads and coordinates key IT projects and initiatives from planning through implementation, ensuring projects stay on scope, schedule, and budget.

- Personally takes, triages, and processes escalated Help Desk/service tickets when needed, modeling best practices for the team and ensuring timely resolution.

Qualifications

Required Skills/Abilities:

- BS degree in Computer Science / related major or equivalent experience.

- 7+ years of overall IT experience, including at least 3 to 5 years in managing a Service/Help Desk or similar environment.

- 5+ years’ experience with client device configurations, engineering, networking, and business support.

- Past development and/or automation experience to assist in toolset improvements desired.

- Working knowledge of ITIL processes, procedures, and ITSM/ticketing tools such as ServiceNow, Jira Service Management, Zendesk, Remedy, Solarwinds, etc.,

- Proven success in developing and implementing new programs, processes, and procedures.

- Excellent communication skills: phone, personal, and written.

- Ability to move quickly and adapt to ever-changing requirements.

- Be a self-starter, dependable, and accurate in completing responsibilities with strong attention to detail and organization.

- Ability to maintain effective communication and working relationships with co-workers, managers, field offices, and home office departments. Able to work as part of a team as well as independently and with people of diverse backgrounds.

- Possess good judgment and the ability to accept responsibility and handle confidential information. Proven success at problem-solving, research, and decision-making.

- Strong leadership skills with self-initiated improvement or resolution capabilities.

- Demonstrated ability to lead, coach, and develop a technical support team, with strong people-management and performance-management skills.

- Proven project leadership experience, managing multiple concurrent IT initiatives from initiation through completion.

- Must know:

Desktop and laptop operating systems, remote connectivity, and general application deployment.

- Working knowledge of wide-area and local-area networking.

- Working knowledge of Telecommunications systems and equipment.

- Agile and/or Waterfall project management practices.

- Must have the ability to:

Train and direct staff activities and prioritize work items

- Write user documentation and manuals in comprehensible terms

- Organize office procedures and maintain accurate records

- Establish cooperative working relationships with persons contacted in the course of performing assigned duties

- Ability to handle multiple projects simultaneously, establish priorities, work under time constraints, and meet deadlines

Education and Experience:

- BS in Computer Science/equivalent major and/or equivalent experience

- 5-7 years of equivalent work experience in technology services

- 3-4 years of experience in administrative management

- ITIL and ITSM certifications desired

- Ability to obtain Agile certification

- SaaS and cloud-based technology experience desired.

Physical Requirements:

- Prolonged periods of sitting at a desk and working on a computer, including video conferencing.

- Must be able to lift 15 pounds.