The End User Services Manager position manages and ensures adequate support and fulfillment services for Church Mutual Group and its business partners. This position is responsible for management and appropriate allocation of resources to ensure business goals are achieved. Communicate strategy; develop plans and completion criteria; and acquire, deploy, and integrate technology solutions. Supervisor responsibilities to include staffing, training and development, performance management, and work force planning. Provide leadership and direction to team members, vendors, subcontractors, and CMIC personnel, providing supporting activities that are subject to business measurements, impact customer satisfaction, and affect costs or expenses. Participate in IT Department planning to strengthen and improve service delivery plans and processes, standards, policies, and procedures and ensure their adoption and enforcement.
PRIMARY JOB RESPONSIBILITIES
- Supervisor/Manager responsibilities may include all of the following:
- Staffing needs, to include interviewing and onboarding for new employees.
- Training and development as well as coaching and motivation for staff.
- Performance Management, goal setting, employee engagement, and salary administration.
- Workforce Management to include unit equipment, software, and space needs; approving time off and overtime usage; and budget recommendations.
- Manage and allocate resources to IT areas to ensure the achievement of business goals. Accountable for team service delivery performance and for the impact of the results on IT and the business. Communicate strategy and develop plans to foster high level of staff engagement.
- Responsible for the effective acquisition, deployment, and integration of information technology solutions. Ensure effective deployment and flexibility in meeting changing business needs. Develop plans and completion criteria and coordinate efforts of team members, vendors, subcontractors, and CMIC personnel.
- Enable the organization's flexibility through effective leadership and direction. Ensure availability of technology resources with the appropriate knowledge and skills.
- Lead through collaboration, partnering, and clear decision making. Provide leadership and guidance to individual contributors.
- Develop appropriate standards, policies, and procedures and ensure their adoption and enforcement.
- Maintain contact with senior IT management and communicate problem progress/status, risk management, and business satisfaction updates.
- Participate in cost improvement strategies, including parts usage, labor, and other expense elements. Participate in overall IT Department planning to strengthen and improve service delivery plans and processes.
- Support activities subject to business measurements, impact customer satisfaction, and affect costs or expenses.
- Participate in department capital, expense, and compensation budgeting.
- Perform vendor negotiations, contract management, escalation, purchase request, and invoice verification.
- Maintain the asset inventory.
- Manage services for end‑user setup, desktop installations, provisioning, reporting, and end‑user device configuration.
- Support the processes for change in employee status, including new hires, transfers, promotions, and terminations.
- Manage software licensing for installed software packages.
- Provide first‑level support for all Church Mutual applications.
- Manage the installation of fix packs, service packs, and firmware to workstations and desktop applications and hardware.
- Support projects by performing end‑user installs, end‑point hardware, and level one support.
- Provide support for anti‑virus, O365 Cloud, print servers, and printers.
- Participate in disaster recovery tests.
- Be available to perform assigned work after hours or as required.
Required Skills
- Insurance industry experience preferred.
- Knowledge of SDLC methodologies.
- Knowledge of insurance industry.
- Knowledge of insurance IT systems.
- Knowledge of financial management.
- Knowledge of management techniques.
- Knowledge of business risk management.
- Strong knowledge around creating business value.
- Strong knowledge of MS Office tools.
- Strong ability to build trust.
- Strong ability to deliver capabilities.
- Strong ability to adapt.
- Ability to manage resources.
- Ability to manage vendors.
- Ability to delegate.
- Ability to lead/mentor less‑experienced staff.
- Strategic‑thinking and planning skills.
- Negotiation skills.
- Strong collaboration and partnering skills.
- Strong communication skills.
- Strong problem‑solving skills.
- Strong decision‑making skills.
- Strong systemic‑thinking skills.
- Strong leadership skills.
- Strong teamwork skills.
- Ability to learn CMIC IT systems, methodologies and processes, policies, products, etc., associated with the business.
Required Experience
- Bachelor's degree in related field (e.g., business, finance, or technical) or equivalent experience required.
- 4+ years IT organization experience required.
- 4+ years leadership/management experience required.
Church Mutual is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.