IT - Service Manager I - III (Remote)

Cincinnati Financial

6d•Remote

About The Position

The IT Service Manager is responsible for leading and optimizing IT Customer Support operations across the enterprise, including Headquarters, Field Associates, and Agency partners. This role oversees the IT Help Desk function, ensuring high-quality customer service, operational efficiency, and adherence to service management best practices. To ensure active engagement in meetings, it is mandatory for all IT associates to have cameras turned on for all interactions with other associates, customers, and stakeholders. Your camera must be on and positioned correctly to clearly show your face. This practice is crucial for maintaining connection and engagement, as non-verbal cues are essential for effective communication. Work location and flexibility are subject to change based on evolving business needs, but generally, selected candidates who reside: within 50 miles of Headquarters may be expected to work in a hybrid capacity, combining remote and onsite work when business needs necessitate. more than 50 miles from Headquarters must be flexible and available to travel to Fairfield, OH, on an occasional basis for special events, training sessions, or key meetings.

Requirements

Experience in service desk, or help desk operations, with progressive leadership responsibilities.
Strong understanding of ITIL best practices, including Incident Management, Problem Management, Change Management, and Service Request Management.
Experience managing SLAs, KPIs, and operational performance metrics.
Proven ability to lead teams in a fast-paced, high-volume support environment.
Experience with IT Service Management (ITSM) tools (e.g., Helix, Service Request Center).
Experience using call center phone software in a customer support or help desk environment, including handling user calls, documenting tickets, and managing call queues.
Working knowledge of enterprise IT environments, including end-user computing, networks, and common business applications.
Strong leadership and team development skills with the ability to motivate and guide staff.
Excellent customer service and communication skills, with a focus on building trust and relationships.
Analytical and problem-solving skills with the ability to identify trends and implement improvements.
Ability to manage multiple priorities and make decisions in high-pressure situations.
Strong organizational and operational management capabilities.
Effective collaboration skills across technical and business teams.
Excellent verbal and written communication skills, with the ability to translate complex concepts for both technical and non-technical stakeholders.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
ITIL Foundation certification.
Additional certifications such as CompTIA A+, Network+, HDI, or ITIL Intermediate are a plus.

Responsibilities

Lead the day-to-day operations of the IT Help Desk, ensuring adequate staffing levels, phone coverage, and resource allocation to meet demand.
Drive delivery of high-quality technical support for internal and field associates and agencies across multiple locations.
Monitor and ensure compliance with Service Level Agreements (SLAs) for Incident Management, Request Fulfillment, and Problem Resolution.
Manage incident lifecycle processes, including prioritization, escalation, communication, and timely resolution.
Oversee Problem Management efforts, identifying root causes and implementing long-term solutions to reduce recurring issues.
Develop, track, and report on key performance indicators (KPIs) such as response times, resolution times, customer satisfaction, and ticket volumes.
Lead and mentor Help Desk staff, including hiring, onboarding, coaching, and performance management.
Collaborate with Infrastructure, Applications, Security, and Business Partner teams to resolve complex technical issues and improve service delivery, as needed.
Establish and maintain standard operating procedures, knowledge base articles, and support documentation.
Drive continuous improvement initiatives to enhance service quality, efficiency, security, and user experience.
Ensure proper use and optimization of ITSM tools (Helix), Service Request Center.
Act as a point of escalation for critical incidents and customer concerns, ensuring effective communication and timely resolution.
Support change management efforts by coordinating service desk readiness and communication for new technologies and system updates.
Foster a strong customer service culture focused on responsiveness, professionalism, and user satisfaction.