What are the responsibilities and job description for the IT MANAGER position at Peak6?
We Insure, LLC. is an independent insurance franchise that takes immense pride in providing like-minded entrepreneurs with successful agency ownership. With more than 200 agency locations in 35 states, We Insure continues to grow rapidly and supports our agency owners, customers, and carriers by facilitating faster service, greater efficiencies, better choices, and improved bottom lines. What makes We Insure stand out: we are data-driven for better value and people-led for better service. And our leadership is seeking more highly motivated, career-driven people to help lead our efforts!
We Insure has received countless awards including Jacksonville Business Journal’s Best Places to Work and Fastest-Growing Private Companies, and Inc.’s 5000 Fastest Growing Companies. If you are looking for a long-term career in a supportive, goal-driven, growth environment with a company that believes in developing its people, We Insure is the right fit for you and we encourage you to apply today!
Job Summary: The IT Manager is a key leadership position within our organization, responsible for overseeing the daily operating environment of the organization including the helpdesk support team and providing hands-on support for IT tickets. This role involves managing the helpdesk team, ensuring timely resolution of technical issues, maintaining service levels, managing the overall operating environment and promoting a positive customer experience. The IT Manager also actively participates in ticket resolution, troubleshooting complex problems, defining new requirements for the ideal operating environment, and managing escalations.
Duties/Responsibilities:
Continuous Improvement & Standardization: Drive continuous improvement in the IT operating environment by implementing/maintaining standardized workstation images, automation strategies, and best practices to streamline deployments and ensure consistency across the organization.
Helpdesk Team Management: Provide leadership and guidance to the helpdesk support team, including hiring, training, mentoring, and performance management. Establish performance metrics, monitor team productivity, and implement process improvements to optimize helpdesk operations.
Cloud & Telephony Management: Oversee the administration and optimization of cloud computing platforms, including AWS and GCP, ensuring alignment with business objectives and security best practices. Manage enterprise phone systems such as AWS Connect, VoIP solutions, and other cloud-based communication platforms to ensure reliable and efficient communication infrastructure.
IT Ticket Management: Oversee the lifecycle of IT tickets, ensuring timely and effective resolution. Prioritize, assign, and monitor tickets to ensure adherence to service level agreements (SLAs). Provide hands-on technical support and actively participate in ticket resolution, troubleshooting complex issues, and managing escalations.
Customer Service and Satisfaction: Foster a customer-centric approach within the helpdesk team, ensuring a positive customer experience. Develop and maintain customer service standards, monitor customer satisfaction levels, and implement improvements to enhance service quality and responsiveness.
Incident and Problem Management: Lead the team in identifying, analyzing, and resolving IT incidents and problems. Drive root cause analysis to prevent recurring issues, implement corrective actions, and collaborate with other IT teams to implement permanent fixes and improvements.
Knowledge Base and Documentation: Develop and maintain a comprehensive knowledge base and documentation repository to facilitate effective troubleshooting and ticket resolution. Regularly update knowledge articles, FAQs, and troubleshooting guides based on emerging issues and solutions.
IT Asset Management: Oversee the management of IT assets, including hardware, software, licenses, and equipment inventory. Collaborate with procurement and finance teams to ensure accurate asset tracking, licensing compliance, and timely equipment replacement or upgrades.
Vendor Management: Collaborate with third-party vendors and service providers to ensure effective delivery of support services, adherence to SLAs, and resolution of issues. Evaluate vendor performance, negotiate contracts, and recommend changes or replacements as needed.
IT Policies and Procedures: Develop and enforce IT policies, procedures, and best practices related to helpdesk support. Ensure compliance with security and regulatory requirements. Regularly review and update documentation to reflect changes in technology or organizational needs.
Continuous Improvement: Stay updated on emerging technologies, industry trends, and best practices in IT support. Identify opportunities for process improvement, automation, and efficiency gains. Implement initiatives to enhance the helpdesk support experience and drive customer satisfaction.
Education and/or Experience:
Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent work experience.
Proven experience in managing a helpdesk support team and resolving IT tickets.
Strong technical knowledge across multiple IT domains, including hardware, software, networking, and operating systems.
Familiarity with IT service management (ITSM) frameworks, such as ITIL.
Experience with ticketing systems and helpdesk software.
Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team.
Strong customer service orientation and exceptional interpersonal skills.
Analytical mindset and problem-solving abilities to troubleshoot complex technical issues.
Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Strong organizational skills and attention to detail.
Knowledge of IT security principles and best practices.
Relevant certifications (e.g., HDI, ITIL, CompTIA A , etc.) are a plus.
Experience managing AWS Connect and Microsoft 365.
Experience with MFA tools, preferably Duo and Okta Verify.
Experience hosting large-scale Video Conferencing events.
Experience with setting up video conferencing hardware (Cisco, Polycom)
Experience troubleshooting network connectivity issues (VPN, Radius/VLAN, WiFi).
Comfortable with managing and manipulating directory systems (AD, LDAP).
Basic powershell scripting experience
Experience using command line interface in Windows, Mac
Experience setting up workstations, able to lift 40lbs, understand wiring closets, and test functionality of all hardware.
Document technical issues and resolutions to ensure knowledge sharing and improve future troubleshooting.
Work Environment:
On site required- 2010 E. 6th Street Austin TX 78702
The noise level in the work environment is usually moderate.
Physical Requirements (if applicable): While performing the duties of this job, the employee is frequently required to stand; walk; talk and hear; sit for extended periods of time; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Why join the We Insure Team?
The We Insure Difference:
Medical, Dental, Vision, Life, Pet; Flexible Spending Account
Competitive Salaries
401K Match
Work-Life Balance: Personal Days, PTO Days, 12 Paid Holidays, Two Paid Days for Volunteer Service, Paid Parental Leave
Short and Long-Term Disability
Employee Support Programs, Including Mental Health
Tuition Reimbursement
Matching Charitable Gift Program
Lucrative Referral Program
Flexibility: Remote and Hybrid Opportunities Available
This position is not able to be performed in California, Colorado, New York or Washington.
EEO
We Insure Group is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.
Disability
We Insure Group is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please contact our HR department at hrinfo@peak6insurtech.com. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.
Note to applicant: It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. Please know that our company does not use lie detector tests in our hiring process.
