Service Desk Manager

Sun Life • Milwaukee, WI

2d • Hybrid

About The Position

The Service Desk Manager will provide hands-on leadership for a DentaQuest / Sun Life IT Service Desk, serving as the primary operational interface between IT and the business. This hybrid role reports to the Service Desk Director and oversees a team of six professionals supporting 5,000+ employees across both organizations. This highly visible IT leadership position has significant influence across the IT organization, with frequent interaction with business leaders. The ideal candidate will drive consistent, high‑quality end‑user support, ensure effective incident and request management, and maintain strong performance against Service Level Agreement (SLA) commitments.

Requirements

• Bachelor’s degree in computer science, Information Technology, or equivalent experience in a similar role
• 3+ years of experience in IT Operations or Service Desk leadership
• Proven experience managing teams of 5+ support professionals, including remote and hybrid team members
• Hands-on experience managing ServiceNow in an enterprise environment
• Strong analytical skills with proficiency in Microsoft Excel for reporting and performance analysis
• Excellent written and verbal communication skills
• Strong leadership, organizational, and problem-solving abilities
• Broad technical understanding of IT operations and end-user support
• Demonstrated commitment to customer service and service excellence

Nice To Haves

• ITIL Foundation certification (v4 preferred; v3 acceptable)
• Experience with modern call centre technology including Amazon Connect, Data Analytics e.g. Tableau/ QuickSights and GenAI Chatbots.

Responsibilities

• Team Leadership Lead and manage a blended IT Service Desk team including internal staff and third ‑ party service providers
• Maintain appropriate staffing levels and scheduling to support published hours of operation
• Host daily IT operations discussions and ensure timely follow-up on risks and issues
• Foster a culture of collaboration, development, and accountability
• Service Delivery & Performance Monitor and drive adherence to service level agreements (SLAs) and operational performance targets
• Provide daily oversight across IT service delivery queues and act as the first point of escalation for service issues
• Deliver comprehensive operational and performance reporting (weekly, monthly, and periodic rollups) using defined KPIs and metrics
• Ensure effective end-user support throughout the employee lifecycle, including onboarding and offboarding
• Operations Management Oversee incident and request intake, prioritization, backlog management, and escalation processes
• Own Service Desk documentation, knowledge management, and standard operating procedures
• Manage end-user equipment inventory from procurement through disposal
• Ensure timely , accurate communication of planned and unplanned IT service interruptions
• Strategic Initiatives Support the development and ongoing maturity of the wider team
• Identify and implement continuous improvement and process optimization opportunities
• Contribute to service desk strategy and long-term operational excellence

Benefits

• At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.
• Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.
• Enjoy a flexible, inclusive and collaborative work environment that supports career growth.

What This Job Offers

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