Senior Manager, IT Ops

Overview

As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry's largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience - from proposal to commission- so they can help better secure the financial futures of their clients.

At iPipeline, you'll play a major role in helping us to provide best-in-class, transformative solutions. We're passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We're proud that we've been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we've built for our nearly 900 employees around the word is exceptional - and we've created a place where our employees love to come to work, every single day.

Come join our team!

About iPipeline

Founded in 1995, iPipeline operates as a business unit of Roper Technologies (Nasdaq: ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry's largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows - from quote to commission - with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.

iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees.

This is an office-based position.

Responsibilities

Position Overview:

The Senior Manager of IT End User Help Desk will be responsible for overseeing the day-to-day operations of the IT Help Desk team, ensuring timely and effective resolution of all IT-related issues for end users across the organization. This leadership role involves managing a team of support professionals, developing and maintaining help desk processes, and ensuring a high level of customer satisfaction with IT services. The Senior Manager will also collaborate with other IT departments to ensure that the technology needs of the organization are met efficiently.

Key Responsibilities:

Team Leadership & Management:

• Lead, mentor, and supervise a team of IT support specialists, providing guidance and support in troubleshooting, problem resolution, and customer service best practices.
• Ensure staff are adequately trained on current systems, tools, and technologies; identify areas for skill development.
• Develop and implement strategies to enhance team productivity, performance, and engagement.
• Conduct regular performance reviews, provide feedback, and foster a culture of continuous improvement.
• Coordinate team scheduling, shift coverage, and ensure adequate staffing to meet service levels.

End User Support:

• Oversee the Help Desk operations, ensuring timely resolution of IT issues related to hardware, software, networking, and access.
• Manage escalations of complex technical issues, working with cross-functional teams to resolve critical problems.
• Implement and monitor service level agreements (SLAs) to ensure that help desk response times and issue resolution meet organizational expectations.
• Ensure that Help Desk staff are effectively tracking, documenting, and prioritizing support requests in the IT service management (ITSM) system.

Process Improvement & Reporting:

• Develop and maintain standard operating procedures (SOPs) for handling end user support requests and troubleshooting.
• Identify trends in help desk requests and implement proactive solutions to reduce recurring issues (e.g., training, system upgrades).
• Create and analyze metrics and KPIs to evaluate the Help Desk team's performance, providing regular reporting to senior leadership on team performance, issues, and resolutions.
• Lead post-resolution follow-ups with end users to ensure complete satisfaction with IT support and to gather feedback on areas for improvement.

Collaboration & Communication:

• Serve as a liaison between the Help Desk team and other IT departments, ensuring clear communication and alignment on organizational IT priorities.
• Work closely with the IT Infrastructure, Security, and Applications teams to address larger systemic issues or enhancements that impact end-user support.
• Communicate effectively with end users, providing clear guidance on IT policies, troubleshooting steps, and updates on open issues.

Technology & Tools Management:

• Oversee the management and maintenance of IT support tools, ticketing systems, and knowledge bases to ensure smooth operations and user-friendly experience.
• Drive the implementation of new technologies and tools to improve the efficiency and effectiveness of the Help Desk team.
• Monitor hardware and software inventory to ensure the timely procurement and distribution of devices and tools required for end-user support.

Budget & Resource Management:

• Assist in budgeting for IT support resources, ensuring effective allocation of financial and technical resources to meet operational needs.
• Recommend and manage expenditures for IT tools, software, and training that support Help Desk activities.

Qualifications

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Minimum of 7-10 years of experience in IT support or help desk roles, with at least 3 years in a supervisory or management position.
• Strong knowledge of IT systems, software, hardware, and network troubleshooting.
• Experience with ITSM tools (e.g., ServiceNow, Zendesk, JIRA) and remote support tools.
• Proven leadership and team management skills, with a track record of driving high-performance teams and customer service excellence.
• Excellent communication skills, both written and verbal, with the ability to explain complex technical issues in layman's terms.
• Strong organizational and time management skills, with the ability to handle multiple priorities in a fast-paced environment.
• Experience in managing service level agreements (SLAs) and KPIs.
• Strong problem-solving skills and a customer-centric approach.

Preferred Qualifications:

• ITIL Foundation Certification or higher.
• Experience in managing multi-location or global help desk operations.
• Familiarity with IT security principles and practices.
• Experience with cloud-based systems and services (e.g., Office 365, Google Workspace).
• Project management experience.

Personal Attributes:

• Strong leadership presence with the ability to motivate and inspire a team.
• Analytical mindset, with a focus on improving operational efficiency.
• High level of empathy and customer service orientation, understanding the importance of user satisfaction in a technology-driven environment.
• Ability to manage change and adapt to evolving business needs and technology landscapes.

Working Conditions:

• Full-time, on-site or hybrid (depending on company policy).
• Occasional after-hours or weekend support may be required.
• Opportunity to travel to other locations for team meetings or on-site support.