Sr Manager Support Services

Integrity • Dallas, TX

1d

About The Position

The Senior Manager, Support Services leads the Tier 2 technical support team, ensuring timely and effective resolution of escalated IT issues for employees and contractors across the Shared Service Center (SSC) and business units (BU). This role drives operational excellence, oversees parallel support functions, and fosters a culture of continuous improvement and collaboration within Technology & Innovation. Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead. Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind. Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com. Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities. Please note that all official communications from Integrity will come from @integrity.com or Workday domains. Founded in 2006, Integrity develops and distributes life and health insurance products and wealth products with carrier partners and markets these products through our vast distribution network. Our omnichannel platform helps provide life and health insurance and wealth management services to Americans to fit their unique needs. Wherever you are in life, the future can be a leap of faith.

Requirements

• High school diploma or GED required; College degree in relevant fields preferred.
• 7–10 years of experience in IT support or technical service management, including at least 3 years in a leadership role.
• Proven success managing Tier 2 or advanced technical support teams in an enterprise environment.
• Experience handling escalations and coordinating cross-functional issue resolution.
• Familiarity with endpoint technologies and support strategies is advantageous, with demonstrated ability to lead teams through technology transitions.
• Background in implementing best practices and driving operational excellence in support services.
• Strong leadership and team management skills with experience guiding technical professionals.
• Advanced troubleshooting and problem-solving abilities for complex technical issues.
• Knowledge of support operations best practices and ability to implement process improvements.
• Excellent communication and interpersonal skills for engaging stakeholders and managing escalations

Responsibilities

• Manage day-to-day operations of the Tier 1 and 2 Support Services team, ensuring high-quality resolution of escalated technical issues.
• Act as the primary escalation point for complex incidents, coordinating with other technology teams to deliver swift solutions.
• Oversee additional support functions in parallel to Help Desk operations, ensuring alignment and efficiency across teams.
• Establish and maintain best practices for support processes, documentation, and service delivery standards.
• Monitor performance metrics and trends to identify opportunities for improvement and implement proactive solutions.
• Collaborate with Technology & Innovation leadership to align support strategies with organizational priorities and emerging technologies.
• Lead staffing, training, and development initiatives to build a skilled, customer-focused team.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED