Manager, Technology Service Desk
2 weeks ago
About the Company:
Security Benefit is a leader in the U.S. retirement market with more than $55 billion in assets under management. We offer opportunities to thrive, innovate, and make an impact. As part of our team, you'll play a key role in driving the future of the U.S. retirement industry. Security Benefit is a PLACE where we promise to help our customers To and Through Retirement®.
We're proud to have been recognized as one of the best in the business:
- Named to Ward's 50 list of top-performing life-health insurance companies
- Recognized on list of Ingram's Top 100 Private Companies in the Kansas City area in 2024
We are seeking an experienced Service Desk Manager to lead IT support operations across a cross-platform environment. This role requires strong leadership skills to manage distributed teams across multiple time zones while ensuring 24/7 support for AWS and Microsoft infrastructure. The ideal candidate will excel at cross-functional collaboration and building knowledge-sharing capabilities within technical teams.
The Manager, Technology Service Desk position reports to the Director, Infrastructure & Security Operations and can be based out of our home office in Topeka, Kansas, our Overland Park, Kansas location. We work a hybrid schedule, offering flexibility to work both remotely and on-site.
Leadership & People Management
- Lead and develop global IT Service Desk and Infrastructure Operations teams across onsite and offshore locations.
- Recruit, onboard, and retain top talent; foster a culture of accountability, empathy, and continuous learning.
- Conduct regular coaching, mentoring, and performance reviews to build a high-performing support organization.
- Develop and manage staffing plans, shift schedules, and escalation processes to ensure 24/7 coverage.
- Champion change management and drive adoption of new tools, processes, and technologies.
- Oversee day-to-day IT Service Desk and infrastructure operations, ensuring SLAs are met for incident, problem, and request management.
- Define and refine KPIs including First Call Resolution (FCR), Mean Time to Resolution (MTTR), and user satisfaction metrics.
- Coordinate platform upgrades, patching, and hardware lifecycle projects from the support perspective.
- Build and maintain strong working relationships with senior leadership, providing direct, personalized IT support. Manage executive-level incidents with urgency, discretion, and exceptional service delivery
- Lead incident response, root-cause analysis, and post-mortem reviews to drive continuous improvement.
- Manage ITSM tools (e.g., Jira Service Management, Confluence) and ensure process standardization.
- Build and maintain a robust knowledge base to streamline issue resolution and reduce repetitive tickets.
- Maintain vendor and partner relationships for escalation and support continuity.
- Translate operational risks and technology gaps into business-impact language for executive reporting.
- Develop and present operational dashboards and insights to leadership on performance, staffing, and technology debt.
- Collaborate cross-functionally with infrastructure, security, and application teams to ensure cohesive change management and communication during outages or upgrades.
- Ensure compliance with regulatory and audit requirements (e.g., SOX, HIPAA, ISO).
- Contribute to annual budgeting, resource forecasting, and strategic capacity planning.
- 8+ years of experience in IT service desk operations or technical support management roles
- 6+ Leadership experience in regulated IT environments (finance or healthcare preferred)
- Understanding of AWS services and Microsoft technologies (Windows Server, Active Directory, Office 365)
- Proficiency with ITSM tools (Jira Service Management), Jira Software, and Confluence
- Familiarity with ITIL practices, service management tools, and SLA enforcement
- Excellent communication skills with ability to interact across all organizational levels
- Strong project management skills and analytical mindset with reporting tools experience
- High emotional intelligence and conflict resolution experience
- Bachelor's degree in information technology, Computer Science, or related field
- ITIL certification (Foundation or higher)
- AWS or Microsoft Azure certifications
- PMP or similar project management certification
When you join our team, you're not just getting a paycheck - you're getting a career path full of growth opportunities, plus a robust benefits package that puts your well-being first. Here's what you can expect as a full-time Security Benefit associate:
- Competitive salary and annual incentive bonuses to reward your contributions.
- 33 days of paid time off (including PTO, holidays, Volunteer Day, and days of significance).
- Paid parental leave after 90 days of service.
- Comprehensive medical, dental & vision insurance.
- 401(k) with company match, plus Profit Sharing & Savings Plan.
- Short- and Long-Term Disability Insurance to give you peace of mind.
- Flexible Spending Accounts for medical and dependent care.
- Life Insurance to protect your loved ones.
- Educational assistance to support your career development.
- Associate assistance programs for your personal and professional well-being.
Ready to Make an Impact?
Apply today by visiting our career page to submit your resume. We're excited to meet you
Security Benefit is an Equal Opportunity Employer.
-
Service Desk I
1 week ago
Overland Park, KS, United States SelectQuote Insurance Services Full timeAbout Us More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and...
-
Service Desk I
2 weeks ago
Overland Park, KS, United States SelectQuote Insurance Services Full timeAbout Us More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and...
-
Service Desk I
1 week ago
Overland Park, KS, United States SelectQuote Insurance Services Full timeAbout Us More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and...
-
Service Desk I
5 days ago
Overland Park, KS, United States SelectQuote Insurance Services Full timeAbout Us More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and...
-
Assistant Manager Front Desk Membership Sales
6 hours ago
Overland Park, KS, United States Scenthound Overland Park, KS Full timeBenefits: Free services for your dog Bonus based on performance Employee discounts Free food & snacks Opportunity for advancement Perks and Benefits: Competitive hourly base pay + tips ranges from $15.00 to $19.00 per hour based on experience level Merit-based pay increases Complimentary service membership for your pup! Who We Are Scenthound is not your...
-
Front Desk Agent PartTime Weekends
2 weeks ago
Overland Park, KS, United States Hampton Inn Kansas CityOverland Park Full time• Work with a supportive and friendly team. • Be part of a globally recognized hotel brand. • Grow your hospitality career with on-the-job training and future advancement opportunities. • Enjoy a welcoming, team-oriented culture where your efforts are appreciated. • Contribute to creating memorable guest experiences every day. Responsibilities: •...
-
Front Desk Agent PartTime Weekends
4 days ago
Overland Park, KS, United States Hampton Inn Kansas CityOverland Park Full time• Work with a supportive and friendly team. • Be part of a globally recognized hotel brand. • Grow your hospitality career with on-the-job training and future advancement opportunities. • Enjoy a welcoming, team-oriented culture where your efforts are appreciated. • Contribute to creating memorable guest experiences every day. Responsibilities: •...
-
Front Desk Agent PartTime Weekends
2 weeks ago
Overland Park, KS, United States Hampton Inn Kansas CityOverland Park Full time• Work with a supportive and friendly team. • Be part of a globally recognized hotel brand. • Grow your hospitality career with on-the-job training and future advancement opportunities. • Enjoy a welcoming, team-oriented culture where your efforts are appreciated. • Contribute to creating memorable guest experiences every day. Responsibilities: •...
-
Front Desk Agent PartTime Weekends
1 week ago
Overland Park, KS, United States Hampton Inn Kansas CityOverland Park Full time• Work with a supportive and friendly team. • Be part of a globally recognized hotel brand. • Grow your hospitality career with on-the-job training and future advancement opportunities. • Enjoy a welcoming, team-oriented culture where your efforts are appreciated. • Contribute to creating memorable guest experiences every day. Responsibilities: •...
-
Front Desk Agent PartTime Weekends
2 weeks ago
Overland Park, KS, United States Hampton Inn Kansas CityOverland Park Full time• Work with a supportive and friendly team. • Be part of a globally recognized hotel brand. • Grow your hospitality career with on-the-job training and future advancement opportunities. • Enjoy a welcoming, team-oriented culture where your efforts are appreciated. • Contribute to creating memorable guest experiences every day. Responsibilities: •...
