Security Benefit · 2 days ago
Manager, Technology Service Desk
Overland Park, KS
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expSecurity Benefit is a leader in the U.S. retirement market with more than $55 billion in assets under management. They are seeking an experienced IT Service Desk Manager to lead IT support operations across a cross-platform environment, ensuring 24/7 support for AWS and Microsoft infrastructure while managing distributed teams and fostering a culture of continuous learning.
CrowdfundingFinancial ServicesInformation Technology
Responsibilities
Lead and develop global IT Service Desk and Infrastructure Operations teams across onsite and offshore locations
Recruit, onboard, and retain top talent; foster a culture of accountability, empathy, and continuous learning
Conduct regular coaching, mentoring, and performance reviews to build a high-performing support organization
Develop and manage staffing plans, shift schedules, and escalation processes to ensure 24/7 coverage
Champion change management and drive adoption of new tools, processes, and technologies
Oversee day-to-day IT Service Desk and infrastructure operations, ensuring SLAs are met for incident, problem, and request management
Define and refine KPIs including First Call Resolution (FCR), Mean Time to Resolution (MTTR), and user satisfaction metrics
Coordinate platform upgrades, patching, and hardware lifecycle projects from the support perspective
Build and maintain strong working relationships with senior leadership, providing direct, personalized IT support
Manage executive-level incidents with urgency, discretion, and exceptional service delivery
Lead incident response, root-cause analysis, and post-mortem reviews to drive continuous improvement
Manage ITSM tools (e.g., Jira Service Management, Confluence) and ensure process standardization
Build and maintain a robust knowledge base to streamline issue resolution and reduce repetitive tickets
Maintain vendor and partner relationships for escalation and support continuity
Translate operational risks and technology gaps into business-impact language for executive reporting
Develop and present operational dashboards and insights to leadership on performance, staffing, and technology debt
Collaborate cross-functionally with infrastructure, security, and application teams to ensure cohesive change management and communication during outages or upgrades
Ensure compliance with regulatory and audit requirements (e.g., SOX, HIPAA, ISO)
Contribute to annual budgeting, resource forecasting, and strategic capacity planning
Qualification
Required
8+ years of experience in IT service desk operations or technical support management roles
6+ Leadership experience in regulated IT environments (finance or healthcare preferred)
Understanding of AWS services and Microsoft technologies (Windows Server, Active Directory, Office 365)
Proficiency with ITSM tools (Jira Service Management), Jira Software, and Confluence
Familiarity with ITIL practices, service management tools, and SLA enforcement
Excellent communication skills with ability to interact across all organizational levels
Strong project management skills and analytical mindset with reporting tools experience
High emotional intelligence and conflict resolution experience
Preferred
Bachelor's degree in information technology, Computer Science, or related field
ITIL certification (Foundation or higher)
AWS or Microsoft Azure certifications
PMP or similar project management certification
Benefits
Competitive salary and annual incentive bonuses to reward your contributions.
33 days of paid time off (including PTO, holidays, Volunteer Day, and days of significance).
Paid parental leave after 90 days of service.
Comprehensive medical, dental & vision insurance.
401(k) with company match, plus Profit Sharing & Savings Plan.
Short- and Long-Term Disability Insurance to give you peace of mind.
Flexible Spending Accounts for medical and dependent care.
Life Insurance to protect your loved ones.
Educational assistance to support your career development.
Associate assistance programs for your personal and professional well-being.
Company
Security Benefit
Security Benefit is a financial service provider company.
501-1000 employees
H1B Sponsorship
Security Benefit has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (16)
2022 (13)
2021 (10)
2020 (12)
Funding
Current Stage
Late StageTotal Funding
$1.15B2025-09-26Debt Financing· $500M
2024-10-30Debt Financing· $650M
Leadership Team
Doug Wolff
CEO
Recent News
2025-09-19
Company data provided by crunchbase