Manager, Technology Service Desk

Security Benefit•Overland Park, KS

53d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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.

Benefits

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.