Horace Mann Service Corporation logoHorace Mann Service Corporation logo

IT Manager - Desktop Support

On-site Full-time $105.2K/yr - $147.9K/yr

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Experience Level

Manager

Qualifications

Essential Duties and ResponsibilitiesLeadership and Team ManagementLead, coach, and develop a team of Technical Support Analysts and Senior Technical Support Analysts. Oversee workload distribution, employee performance, and career development planning. Foster a collaborative, customer-focused, and high-performing team culture. Provide technical guidance and mentorship to support professional growth across the team. Manage a distributed desktop support team serving three U. S. locations, remote insurance agents, and remote employees nationwide. Operational ManagementEnsure timely response and resolution of incidents and service requests in accordance with established service level agreements. Monitor and improve service quality, operational efficiency, and end-user satisfaction. Establish, track, and report on key performance indicators such as SLA performance, service quality, and first-contact resolution. Drive consistency in support processes, documentation, and standard operating procedures. Identify and implement opportunities to improve workflows, support delivery, and overall service effectiveness for both onsite and remote users. Technical OversightOversee support and maintenance of end-user technologies, including desktops, laptops, Mac systems, virtual workstations, and related peripherals. Guide the resolution of complex hardware, software, application, network, and connectivity issues affecting both onsite and remote users.

About the job

Join us as an IT Manager for Desktop Support, where you'll lead a dedicated team of Technical Support Analysts and Senior Technical Support Analysts across three U. S. locations, including support for remote field agents and employees nationwide.

This position is based in our Springfield, Illinois office and requires a full-time onsite presence.

The IT Manager, Desktop Support will be pivotal in ensuring high-quality end-user support services, maintaining system reliability, and driving continual improvements within desktop, virtual, and endpoint environments. This role blends strong technical expertise with effective leadership to cultivate staff development, optimize support operations, and ensure that support services effectively meet organizational needs, both onsite and remotely.

About Horace Mann Service Corporation

Horace Mann Service Corporation is dedicated to providing quality insurance and financial services to educators. Our commitment to our employees and clients sets us apart as a leader in the industry.

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