Manager, Service Desk and Incident Management

At NorthWinds Technology Solutions®, we are a technology organization that offers a leading solution in the dental insurance industry, working with our Delta Dental dental insurance partners.  This modern, cloud-based technology platform is growing quickly with over 10 million lives under contract.  We are hiring for a Manager level position that will oversee both our Service Desk operations as well as oversee Incident Management for NorthWinds. This important role which reports to the Director, IT Service Management leads a team of approximately 8 employees while also leading the Incident Management function.  Managers at NorthWinds must build cohesive teams and strong team members through coaching and building skills, knowledge, and best practices. Managers are expected to build a positive, collaborative environment in their teams, across teams at NorthWinds, and with diverse client teams. 

NorthWinds is a stable company with the financial backing of three major Delta Dental companies. Our employees like it here, and we know that because our turnover is low and engagement is high. The latest HR analysis on our benefits summarized below show NorthWinds in the 85-90th percentile for our overall Total Rewards package.

• Short- and Long-term disability insurance
• Health Savings, Flexible Spending and Dependent Care Accounts
• Competitive base salary
• Short Term Incentive compensation
• 401(k) with 100% Employer match for the first 6% of income contributed (pre-tax or Roth)
• Profit sharing with discretionary contribution based on successful prior year results of NorthWinds (pre-tax)

We encourage owning your work life balance with a rich PTO allotment that includes accrued time, floating holidays, company holidays and time off for volunteering/community work. We don’t just provide it; we encourage you to take it.

The Manager, Service Desk & Incident Management will provide leadership the NorthWinds Service Desk team to ensure that end users are receiving appropriate assistance.  This role will provide oversight and facilitate process improvements and be responsible for ensuring that Service Level Agreements are met. This role is also responsible for overseeing the incident management and resolution process, including overseeing the prioritization and escalation of IT incidents, coordinating the incident response team, and, where applicable, conducting trend analyses and root cause analyses. The role is responsible for overall coordination of the incident management process, to include SEV1 incidents, ensuring the restoration and availability of critical NorthWinds IT services.

With a strong benefits package and the opportunity to lead a high performing, customer focused team that is helping our customers resolve technical issues, this role will offer the ability to partner and collaborate with many teams within our organization.  At NorthWinds, our Managers have the ability to coach and grow talented individuals within their teams, while partnering with leading class dental insurance providers to build and support our environment.  If you love to coach others to reach their potential, can drive productivity within team members, enjoy the ability to provide solutions and have a passion for working with various technologies, then apply for this exciting position today.