What are the responsibilities and job description for the Support Services Manager position at Nodak Insurance Company?
Summary: We are seeking a Support Services Manager to lead our IT support team. The ideal candidate will be a proactive problem-solver with strong leadership and communication skills, capable of ensuring seamless IT operations for our end users. This role involves overseeing the help desk, managing daily support requests, and ensuring a high standard of service. The supervisor will also be responsible for team development, incident escalation, and the implementation of diagnostic and resolution procedures.
Essential Duties and Responsibilities:
- Lead and guide the support team, ensuring we are making business operations a high priority.
- Serve as an escalation point for the support team.
- Develop and implement IT support policies and procedures.
- Ensure timely resolution of user requests and incidents.
- Monitor service desk trends and escalate issues when required.
- Configure and administrate service desk tools.
- Facilitate the onboarding/offboarding process for staff.
Supervisory Responsibilities: Responsible for supervising the support team
Education and Experience:
- College diploma or university degree in the field of Information Technology and/or 4 years equivalent work experience.
- Strong experience in IT support-type roles.
- Previous supervisory experience or team lead equivalent.
Required Knowledge and Skills:
- Top-level focus on customer satisfaction, delivering exceptional customer support utilizing strong interpersonal communications, with a focus on rapport building, listening, and questioning skills.
- Knowledge of basic computer hardware.
- Experience with Windows operating systems.
- Extensive application support experience with Microsoft Office and Google Workspace.
- Working knowledge of a range of diagnostic utilities.
- Familiarity with the fundamental principles of ITIL.
- Exceptional written and oral communication skills.
- Strong documentation skills.
Physical Requirements:
- Able to work in a typical office setting where the employee may occasionally lift and/or move up to 10 pounds.
- The noise level in the work environment is usually moderate.
- Occasional travel required (< 10%)
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Nodak Insurance Company complies fully with all federal, state, and local employment laws and shall provide equal employment and advancement opportunities for all persons regardless of race, color, creed, religion, national origin, sex, sexual orientation, age, the presence of any mental or physical disability, status with regard to public assistance or marriage, or any other category protected by local, state or federal law.
