IT Support Manager

Location: Van Wert, OH; Dublin, OH
Work Model: Hybrid 
Position type: Full time - salary 

We're a team of employees passionate about delivering best-in-class customer service and driving innovation in IT support. Integrity, relationships, and excellence are at the heart of everything we do.

Our employees fully utilize their talents and bring their best selves to work. We believe who you are is just as important as what you do

By joining the team as an IT Support Manager, you'll lead a talented group dedicated to elevating the Help Desk experience, implementing smart technology solutions, and fostering a culture of continuous improvement. You'll collaborate across departments, empower users with self-service tools, and ensure seamless support for end users and audio-visual systems. If you're ready to make a measurable impact and help shape the future of IT support, we want to hear from you

Key Responsibilities of the Role  

Management and Leadership

Develop and enforce user experience standards for Help Desk interactions, ensuring consistency and satisfaction.Integrate and leverage self-service tools, knowledge bases, and automation (e.g., Copilot agents, Jira, Confluence) to empower users and reduce support demand.Drive continuous improvement by leading targeted initiatives that analyze ticket drivers and root causes, eliminate recurring issues, and redesign workflows and user interfaces. Foster a culture of innovation and accountability through mentorship, technical skill development, and professional growth, ensuring the team proactively identifies opportunities for operational excellence and implements sustainable solutions.Implement and maintain standardized triage protocols to ensure tickets are routed and resolved appropriately, including AI-assisted routing and classification of support ticketsCollaborate with cross-functional teams to align Help Desk processes with broader business optimization goals.Lead training and communication initiatives to ensure team members and end-users understand new processes and standards.Responsible for managing team workloads through capacity planning, process improvement, and staffing.Evaluates performance of team members following Central's performance management process. Holds employees accountable to annual goals and standards.Audit team performance through the development of SLAs and OKRs. Analyze and report out on relevant data against these metrics on a regular basis as required, ensuring accountability for data-driven decision making and continuous improvement.Design incident management reactions and responses. Execute response when necessary.

Technology Support

Manages the activities of a team who is responsible for IT Technology Support operations and projectsDirect strategies to drive the shifting of incidents and requests to more efficient and faster resolution through process improvements, routing and classification of support ticketsDirect strategies around technology equipment negotiation, procurement, and inventory management.  Manage assigned vendor relationships and assist with budget and contracts where applicable.  Provide input on refresh strategies to leadershipDevelop and maintain the incident and service request processes, procedures, and knowledge base content, ensuring procedures are followed, including reviews and problem analysisEnsure that standards, documentation, and tools needed for effective execution of IT Technology Support responsibilities are in place and being used appropriately; identifies gaps and implements proposed improvementsKeep up to date with industry developments, driving innovation and effective changeCollaborate with leadership to build and execute Help Desk strategy and priorities, set expectations & hold team accountable to achieve desired resultsWork closely across all IT and business groups to ensure that impact of technological changes is understood and communicated to all affected partiesDevelop customer feedback strategy to evaluate the level of customer satisfaction delivered by Helpdesk

Audio-Visual Support

Oversee support for audio-visual (AV) systems, including setup, troubleshooting, and maintenance of AV equipment for meetings, presentations, and eventsEnsure a seamless, consistent and standardized AV experience across all conference rooms and regions by implementing uniform procedures, technology standards, and user training.Maintain up-to-date knowledge of AV technologies and best practicesCollaborate with stakeholders to ensure AV needs are met for internal and external eventsTrain team members and end-users on effective use of AV equipment and software

Required Qualifications  

Bachelor's degree in related field and 4 years related experience Or 6 years related experience

Preferred Qualifications  

Prior experience supervising others, including performance evaluationKnowledge in audio-visual (AV) support, including AV system setup, troubleshooting, and maintenanceA proven technical background working in Information TechnologyProficiency with technical tools such as Confluence, Jira, and Copilot agents Proficient with technical support requirements of end user devices including, Microsoft Windows, Apple MacBooks, and mobile devices, as well as the corresponding management platforms (Intune, Jamf, SCCM)

Knowledge, Skills, and Abilities  

Strong leadership skills, including coaching, team building, and conflict resolutionStrong project management skills including time and risk management, resource prioritization, and project structuringStrong analytical and problem-solving skillsAbility to recognize the relationships between various processes and identify ways to streamline the workflowAbility to effectively work with various customers to gather requirements for projects and propose solutions to meet needs in a cost-effective mannerStrong verbal and written communication skills, including negotiation, presentation, and influence skillsExtensive knowledge of applications and technologiesStrong multi-tasking and prioritization skillsWork schedule flexibility to support off-hour work as neededGreat understanding of Central Insurance's policies and processes

Total Rewards

Central establishes base pay based on several factors including labor market data and an evaluation of candidate qualifications relative to role requirements. Base pay is one component of a comprehensive total rewards package designed to support employees' financial, health, career, and retirement objectives. Central provides extensive health and wellness benefits to promote flexibility, work-life balance, and long-term financial security. For more information, see Central Insurance Benefits

Work Authorization
Central will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT) , H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer
It is the policy of Central that all recruiting, hiring, training, compensation, overtime, job classification and assignment, facilities, promotions, transfers, employee treatment and all other terms and conditions of employment shall be maintained in a manner which will not discriminate against any person because of race, color, age, sex, national origin, ancestry, religion, marital status, military status, or disability.  The applicant should respond to questions on this application in a way that will not divulge such information. #LI-Hybrid, #LI-CM1

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