IT Support Manager

Overview

Join to apply for the IT Support Manager role at Central Insurance.

Location: Van Wert, OH; Dublin, OH. Work Model: Hybrid. Position type: Full time - salary.

Were a team of employees passionate about delivering best-in-class customer service and driving innovation in IT support. Integrity, relationships, and excellence are at the heart of everything we do. Our employees fully utilize their talents and bring their best selves to work. By joining the team as an IT Support Manager, youll lead a talented group dedicated to elevating the Help Desk experience, implementing smart technology solutions, and fostering a culture of continuous improvement.

We want to hear from you if youre ready to make a measurable impact and help shape the future of IT support.

Key Responsibilities

Management and Leadership: Develop and enforce user experience standards for Help Desk interactions, ensure consistency and satisfaction.

Integrate and leverage self-service tools, knowledge bases, and automation (e.g., Copilot agents, Jira, Confluence) to empower users and reduce support demand.

Lead initiatives that analyze ticket drivers and root causes, eliminate recurring issues, and redesign workflows and user interfaces.

Foster a culture of innovation and accountability through mentorship, technical skill development, and professional growth.

Implement and maintain standardized triage protocols, including AI-assisted routing and classification of tickets.

Collaborate with cross-functional teams to align Help Desk processes with broader business goals.

Lead training and communication initiatives to ensure team members and end-users understand new processes and standards.

Manage team workloads through capacity planning, process improvement, and staffing.

Evaluate performance following Centrals performance management process; hold employees to annual goals and standards.

Audit team performance through SLAs and OKRs; analyze data to drive accountability and continuous improvement.

Design incident management responses and execute as needed.

Technology Support

Direct activities of the IT Technology Support team and projects; drive resolution efficiency through process improvements.

Oversee procurement, inventory management, and vendor relationships; provide input on refresh strategies.

Develop and maintain incident and service request processes, procedures, and knowledge base content.

Ensure standards and tools for IT Technology Support are used effectively; identify gaps and implement improvements.

Stay up to date with industry developments and drive innovation and change.

Collaborate with leadership to build and execute Help Desk strategy and priorities; hold team accountable for results.

Coordinate with IT and business groups to communicate impact of changes.

Develop customer feedback strategies to evaluate Help Desk satisfaction.

Audio-Visual Support

Oversee AV support for meetings, presentations, and events; set up, troubleshoot, and maintain AV equipment.

Standardize AV experiences across conference rooms and regions; implement procedures and training.

Maintain up-to-date knowledge of AV technologies and best practices.

Collaborate with stakeholders to meet AV needs for internal and external events.

Train team members and end-users on effective use of AV equipment and software.

Required Qualifications

Bachelors degree in related field and 4 years related experience

Or 6 years related experience

Preferred Qualifications

Prior experience supervising others, including performance evaluation

Knowledge in audio-visual (AV) support, including system setup, troubleshooting, and maintenance

A proven technical background in Information Technology

Proficiency with Confluence, Jira, and Copilot agents

Proficient with end-user devices (Windows, macOS, mobile) and management platforms (Intune, Jamf, SCCM)

Knowledge, Skills, and Abilities

Strong leadership, coaching, team-building, and conflict resolution

Project management, time and risk management, prioritization

Analytical and problem-solving skills

Ability to streamline processes and work with customers to gather requirements

Strong verbal and written communication, negotiation and influence skills

Extensive knowledge of applications and technologies

Multi-tasking and prioritization skills; flexibility to support off-hour work

Understanding of Central Insurance policies and processes

Total Rewards

Central establishes base pay based on factors including labor market data and candidate qualifications. Base pay is part of a comprehensive total rewards package with health and wellness benefits to support work-life balance and long-term security.

Work Authorization and EEO

Central will only employ those legally authorized to work in the United States. This position does not provide sponsorship.

Equal Opportunity Employer: Central prohibits discrimination in recruiting, hiring, training, compensation, and all other terms of employment on the basis of race, color, age, sex, national origin, ancestry, religion, marital status, military status, or disability.

Additional Information

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: Insurance

Referrals increase your chances of interviewing at Central Insurance. Get notified about new Information Technology Support Manager jobs in Van Wert, OH. #J-18808-Ljbffr