IT Support Manager

Central Insurance Company • Van Wert, OH

59d • Hybrid

About The Position

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!

Requirements

• Bachelor’s degree in related field and 4 years related experience
• Or 6 years related experience
• Strong leadership skills, including coaching, team building, and conflict resolution
• Strong project management skills including time and risk management, resource prioritization, and project structuring
• Strong analytical and problem-solving skills
• Ability to recognize the relationships between various processes and identify ways to streamline the workflow
• Ability to effectively work with various customers to gather requirements for projects and propose solutions to meet needs in a cost-effective manner
• Strong verbal and written communication skills, including negotiation, presentation, and influence skills
• Extensive knowledge of applications and technologies
• Strong multi-tasking and prioritization skills
• Work schedule flexibility to support off-hour work as needed
• Great understanding of Central Insurance’s policies and processes

Nice To Haves

• Prior experience supervising others, including performance evaluation
• Knowledge in audio-visual (AV) support, including AV system setup, troubleshooting, and maintenance
• A proven technical background working in Information Technology
• Proficiency 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)

Responsibilities

• 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 tickets
• Collaborate 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.
• Manages the activities of a team who is responsible for IT Technology Support operations and projects
• Direct strategies to drive the shifting of incidents and requests to more efficient and faster resolution through process improvements, routing and classification of support tickets
• Direct 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 leadership
• Develop and maintain the incident and service request processes, procedures, and knowledge base content, ensuring procedures are followed, including reviews and problem analysis
• Ensure 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 improvements
• Keep up to date with industry developments, driving innovation and effective change
• Collaborate with leadership to build and execute Help Desk strategy and priorities, set expectations & hold team accountable to achieve desired results
• Work closely across all IT and business groups to ensure that impact of technological changes is understood and communicated to all affected parties
• Develop customer feedback strategy to evaluate the level of customer satisfaction delivered by Helpdesk
• Oversee support for audio-visual (AV) systems, including setup, troubleshooting, and maintenance of AV equipment for meetings, presentations, and events
• Ensure 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 practices
• Collaborate with stakeholders to ensure AV needs are met for internal and external events
• Train team members and end-users on effective use of AV equipment and software

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees