Senior Support Manager

Group 1001•Zionsville, IN

About The Position

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees. Why This Role Matters: We're looking for a Senior Support Manager who can do something rare: earn the trust of demanding business stakeholders while building a support organization that operates at an elite level. You'll own the end-to-end client support experience for our DWX function, partnering with executives, advisors, and operations leaders across our L&A and broader financial services businesses. This is a high-visibility seat for someone who treats service delivery as a craft, not a checklist — and who understands that great support starts with knowing why the business does what it does, and how it wins. DWX is how our business experiences technology every day. When it works, our people do their best work for our clients. When it doesn't, everything else slows down. This role exists because we're raising our standard — and we need a leader who treats that mandate as a personal mission.

Requirements

8+ years in IT support or service delivery leadership, ideally within L&A, insurance, or financial services.
Managed teams of 15+ and have scaled support functions through growth, M&A, or transformation.
Fluent in modern DWX: endpoint management, identity, collaboration platforms, ITSM (ServiceNow or equivalent), and the metrics that actually predict client satisfaction.
Genuine depth in problem management — not just ticket triage — and know how to partner with engineering teams to deliver durable fixes, not just faster workarounds.
Understand that SLAs are table stakes; what wins trust is responsiveness, ownership, communication when things go wrong, and a relentless focus on making sure the same thing doesn't go wrong twice.
Equally comfortable in a boardroom and a war room.
Can de-escalate a frustrated executive, coach a junior analyst through a P1, and present a quarterly service review that earns nods instead of pushback.
Lead with empathy, hire with rigor, and hold a high bar without burning people out.
Curious about the business. Ask why before you ask how. Want to understand what makes L&A different from asset management, why a quarter-end close matters, and what an advisor actually needs at 7:45 AM on a Monday.

Responsibilities

Lead the day-to-day operations of our DWX support function — incident response, escalation management, service quality, and team performance.
Be the face of DWX to the business: the person executives call when something matters, and the person they trust to get it right.
Set the standard for what "elite service" looks like, then build the team, processes, and metrics to deliver it consistently across a regulated, fast-moving environment.
Drive effective problem management and partner on engineering processes wherever needed to ensure operational excellence and resilience.
Turn recurring incidents into permanent fixes, championing root-cause discipline over symptom-chasing, and embedding the kind of post-incident learning that compounds over time.
When patterns emerge, work cross-functionally to engineer them out — not just route around them.
Be a connector across the technology organization, working hand-in-hand with Operations Engineering, Product Management, and Business Technology to align support outcomes with platform roadmaps, product priorities, and business strategy.
Sit with an L&A operations head, understand how policy administration and claims workflows actually drive the P&L, and translate that understanding into service decisions that protect the core competency of the business.