Solutions Center Manager

Job Description

Position Overview

We are seeking an experienced IT Help Desk Manager to lead our support operations, ensuring technical support excellence for both home office and field associates. This key leadership role involves managing a dynamic team, maintaining SLA levels, and contributing to a seamless end-user experience. The Manager will provide technical guidance across hardware, software, mainframe, and telecommunications issues, ensuring compatibility within the Penn Mutual environment. Additionally, this role oversees hardware and software acquisition, distribution, and disposal processes for both home and field offices. The ideal candidate will have a strong technical background, proven leadership skills, and expertise in managing elastic work volumes and service levels in a hybrid work environment.

We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.

Responsibilities

• Team Leadership: Manage and mentor first and second-level support teams, fostering a culture of initiative, problem-solving, and skill development. Manage continual staffing competency upgrades and resource leveling.
• Service Level Management: Ensure compliance with SLA metrics, including timely response to Severity 1 issues, and maintain accurate ticket documentation. Manage the Moves, Adds and Change (MAC) processes.
• Metrics and Reporting: Collect, analyze, and act on performance data to improve SLA compliance, customer satisfaction, and overall team efficiency.
• Tooling and Integrations: Leverage and optimize service management tools (e.g., ServiceNow, Jira) for ticketing, account management, and change management.
• Elastic Workload Management: Develop strategies to address variable workloads, ensuring consistent service quality during peak demands.
• Technical Expertise: Support and troubleshoot Microsoft 365 environments across servers (InTune, Purview) and end-user devices (Productivity tools, OneDrive), while understanding application interoperability.
• Communication and Impact Assessment: Accurately assess system outages, articulate and communicate impacts to users, and coordinate resolutions with internal and external teams.
• Cross-Functional Collaboration: Work closely with System Administrators, Networking, DevOps, and other departments to facilitate smooth transitions during system rollouts and major changes.
• Inventory and Asset Management: Maintain accurate hardware and software inventories, overseeing acquisition, distribution, and disposal processes.
• Audit and Compliance: Address audit concerns and ensure regulatory compliance.
• Continuous Improvement: Provide ideas for enhancing user satisfaction and team skills while contributing to the IT technology roadmap.
  
  

Skills And Abilities

• Strong verbal and written communication skills.
• Ability to work with individuals at all levels of the organization.
• Proven ability to lead and develop high-performing teams.
• Expertise in collecting, assessing, and acting on performance metrics.
• Proficiency with service management tools (e.g., ServiceNow, Jira) and their integrations.
• Strong decision-making, organizational, and planning capabilities.
• Demonstrated ability to handle elastic workloads effectively.
• Deep knowledge of Microsoft 365 environments and system interoperability.
• Experience in the Life Insurance and /or Annuity Business a definite plus.
• Business ethics and integrity.
  
  

Education

• Bachelor's Degree or equivalent relevant experience. Required
  
  

Experience

• 7-10 Years in IT/Help Desk management with a proven track record of improving service delivery and managing SLA compliance. Required
  
  

Base Salary Range - $98,000-$144,000

For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financial Professionals across the U.S., we help instill the confidence and reliability that comes from a stronger financial future. Penn Mutual and its affiliates offer a comprehensive suite of competitive products and services to meet the unique needs of Financial Professionals and their clients, including life insurance, annuities, wealth management and institutional asset management. To learn more, including current financial strength ratings, visit www.pennmutual.com.

Penn Mutual is committed to Equal Employment Opportunity (EEO). We provide employment and advancement opportunities to all qualified applicants and associates, according to applicable laws. This is reflected in our practices for hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment, compensation, selection or training, and all other terms and conditions of employment. All employment-related decisions and practices are free from unlawful discrimination. This includes: race, creed, color, national origin, ancestry, citizenship age, gender (including pregnancy), sexual orientation, gender identity or expression, domestic partnership or civil union status, marital status, genetic information, disability, religious observance or practice, liability, veteran status or any other classification protected under applicable law.