Global Manager, Service Desk

Global Manager, Service Desk

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Founded in 1985, SelectQuote provides solutions that help consumers protect their most valuable assets: their families, health and property. The company pioneered the model of providing unbiased comparisons from multiple, highly rated insurance companies allowing consumers to choose the policy and terms that best meet their unique needs. Two foundational pillars underpin SelectQuote's success: a strong force of highly trained and skilled agents, who provide consultative needs analysis for every consumer, and proprietary technology that sources and routes high-quality leads. The company has three core business lines: SelectQuote Senior, SelectQuote Life and SelectQuote Auto and Home. SelectQuote Senior, the largest and fastest-growing business, serves the needs of a demographic that sees 10,000 people turn 65 each day with a range of Medicare Advantage and Medicare Supplement plans.

Job Summary:

This position leads the national Service Desk team responsible for all the operational aspects of IT, including service desk and desktop support across the entire organization.

Essential Functions:

• Oversee service desk daily operations
• Mentor Tech Leads for future opportunities
• Can perform all functions of all technical levels
• GSuite Administration

• User management within GSuite
• Escalation contact for technicians
• Solve computer-related problems, troubleshooting hardware, and software issues.
• Process & Procedure creation
• Building and setup of new employee computer systems, including software operating systems, security updates, and virus software
• Lead in monitoring networked computer equipment
• Assist in monitoring networked computer equipment
• Ability to help team members with questions and lead others with troubleshooting ideas
• Server management including AVI, Fusion, Print Servers
• Escalation manager with 3 rd party applications and tools
• Monitor Help Desk tickets for SLA breaches and help minimize SLA violations.
• Ensure new employees have the required IT equipment for their first day of employment.
• Develop a training program for new helpdesk staff to fully prepare to provide excellent support to our centers and staff.
• Maintain inventory of all equipment, software, and software licenses.

Knowledge, Skills, and Abilities:

• In-depth knowledge of Microsoft applications
• In-depth knowledge of PC's and operating systems
• Ability to gain knowledge and understanding of internal software
• Works well under pressure
• Excellent oral and written communication skill
• Good interpersonal skills
• Able to build solid customer relationships
• Team player

Training and Experience:

• Experience leading teams of 7 or more members in person and remotely
• Ability to see projects through to completion
• High school degree required and Bachelor's degree desirable
• Working knowledge and experience with

Benefits:

It's an exciting time to join

SelectQuote. We became a publicly traded company in 2020 with the first 100% virtual IPO (non-biotech) in American history. We have also been recognized nationally on the 2021 Top Workplaces USA list and by the Kansas City Business Journal as a 2020 Best Places to Work honoree.

Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, work from home stipend, and other paid leaves vary based on work location.