Senior Technology Support Manager

Slide Insurance • Tampa, FL

7d

About The Position

At Slide, you will not only be part of a successful team, but you will also be a part of our Slide Vibe/award winning culture where collaboration and innovation are expected, recognized and awarded!
What you will be doing:
Manage enterprise-wide support operations for remote and on-site users, across Tier 1 (Help Desk) to Tier 3.
Establish and maintain SLAs, KPIs, and escalation protocols aligned with business-critical operations.
Oversee 24/7 or extended hours support models where required for claims or catastrophe events.
Drive continuous improvement of incident, request, and problem management processes.
Lead, coach and train team members, setting strategic priorities and execution expectations.
Regularly conduct effective and timely structured Progress & Growth Structured Dialogue sessions.
Recruit, retain, and develop talent to ensure continuity and bench strength.
Own and optimize the Fresh Service ITSM platform: ticket routing, SLA workflows, knowledge base, reporting.
Monitor and report performance metrics including backlog volume, resolution times, satisfaction scores, and SLA adherence.
Identify and champion automation, self-service, and tooling enhancement to improve user experience and efficiency.
Act as final escalation point for high impact incidents, coordinate with Infrastructure, DevOps, and Security.
Oversee support for core enterprise systems: Microsoft 365, Azure AD, and Azure DevOps.
Develop and manage processes for employee onboarding/offboarding, asset provisioning, and access management, ensuring standardization and consistency.
Enforce user support policies that align with internal controls and business continuity needs.
Manage third-party support vendors, MSPs, and hardware service providers.
Deliver operational reports and improvement plans to the Senior Director of IT Operations.
Ensure technology support operations comply with SOX, IT General Controls, data privacy, and cybersecurity standards.
Support internal and external audits, regulatory exams, and management control testing.
Maintain documentation, procedures, and evidence required for public company compliance.
Perform other duties as assigned.

Requirements

• Bachelor’s degree in information technology, Computer Science, or related field, or High School diploma and equivalent relevant work experience.
• 10+ years of progressive IT support or operations experience supporting desktop hardware/software in enterprise LAN/WAN environments.
• 4+ years of people management experience in a regulated or complex enterprise environment.
• Hands-on experience supporting Microsoft 365 (Teams, SharePoint, Word, Excel, Outlook, PowerPoint).
• Strong knowledge of service desk operations & ITIL practices, endpoint management, identity & access management, collaboration tools, and IT General Controls and SOX compliance.
• Expert level user of all Microsoft 365 products.
• Advanced expertise with ticketing and service management platforms.
• Familiarity with cybersecurity concepts related to endpoints and user access.
• Proven ability to lead through change and scale operations.
• Strong communication skills with technical and non-technical stakeholders
• Ability to balance user experience with security, compliance, and cost discipline.
• Comfortable adjusting to shifting priorities, urgent incidents, and evolving business needs.
• Strong planning, time management, and resource allocation skills.
• Proven ability to prioritize tasks under pressure and meet deadlines without escalation.
• Committed to excellent service; able to lead by example in customer-facing interactions.
• Desire to live Slide's Core Values.

Responsibilities

• Manage enterprise-wide support operations for remote and on-site users, across Tier 1 (Help Desk) to Tier 3.
• Establish and maintain SLAs, KPIs, and escalation protocols aligned with business-critical operations.
• Oversee 24/7 or extended hours support models where required for claims or catastrophe events.
• Drive continuous improvement of incident, request, and problem management processes.
• Lead, coach and train team members, setting strategic priorities and execution expectations.
• Regularly conduct effective and timely structured Progress & Growth Structured Dialogue sessions.
• Recruit, retain, and develop talent to ensure continuity and bench strength.
• Own and optimize the Fresh Service ITSM platform: ticket routing, SLA workflows, knowledge base, reporting.
• Monitor and report performance metrics including backlog volume, resolution times, satisfaction scores, and SLA adherence.
• Identify and champion automation, self-service, and tooling enhancement to improve user experience and efficiency.
• Act as final escalation point for high impact incidents, coordinate with Infrastructure, DevOps, and Security.
• Oversee support for core enterprise systems: Microsoft 365, Azure AD, and Azure DevOps.
• Develop and manage processes for employee onboarding/offboarding, asset provisioning, and access management, ensuring standardization and consistency.
• Enforce user support policies that align with internal controls and business continuity needs.
• Manage third-party support vendors, MSPs, and hardware service providers.
• Deliver operational reports and improvement plans to the Senior Director of IT Operations.
• Ensure technology support operations comply with SOX, IT General Controls, data privacy, and cybersecurity standards.
• Support internal and external audits, regulatory exams, and management control testing.
• Maintain documentation, procedures, and evidence required for public company compliance.
• Perform other duties as assigned.

Benefits

• The Slide Vibe - An opportunity to be a part of a fun and innovation-driven culture fueled by Passion, Purpose and Technology! Slide offers many opportunities to collaborate and innovate across the company and departments, as well as get to know other Sliders. From coffee chats, to clubs, to social events - we plan it, so all Sliders feel included and Enjoy their Journey.
• Benefits - Created using Slider feedback, Slide offers a comprehensive and affordable benefits package to cover all aspects of health...Physical, Emotional, Financial, Social and Professional. A Lifestyle Spending Account is set up for each Slider and Slide contributes to it monthly for use on any benefit that individually suits you - Health Your Way!
• 2023, 2024 & 2025 BEST PLACE TO WORK - Tampa Bay Business Journal
• 2024 & 2025 TOP WORKPLACE - Tampa Bay Times (Local) &
• 2024 TOP WORKPLACE - USA Today (National)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level