Manager, Technology Service Desk

We're Looking for an experienced IT Service Desk Manager

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

About the Role:

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.

Operational Management

• 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.

Strategic & Business Alignment

• 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.

What We're Looking For:

• 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

Preferred Qualifications

• 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

Why Choose Security Benefit?

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.