Slide · 12 hours ago
Senior Technology Support Manager
Tampa, FL
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expSlide is an innovation-driven company that values collaboration and technology. The Senior Technology Support Manager will manage enterprise-wide support operations, establish SLAs and KPIs, and oversee support for core enterprise systems while ensuring compliance with IT standards and regulations.
Artificial Intelligence (AI)Financial ServicesInsuranceInsurTechProperty Insurance
Responsibilities
Manage enterprise-wide support operations for remote and on-site users, across Tier 1 (Help Desk) to Tier 3
Establish and maintain SLAs, KPIs, and escalation protocols aligned with business-critical operations
Oversee 24/7 or extended hours support models where required for claims or catastrophe events
Drive continuous improvement of incident, request, and problem management processes
Lead, coach and train team members, setting strategic priorities and execution expectations
Regularly conduct effective and timely structured Progress & Growth Structured Dialogue sessions
Recruit, retain, and develop talent to ensure continuity and bench strength
Own and optimize the Fresh Service ITSM platform: ticket routing, SLA workflows, knowledge base, reporting
Monitor and report performance metrics including backlog volume, resolution times, satisfaction scores, and SLA adherence
Identify and champion automation, self-service, and tooling enhancement to improve user experience and efficiency
Act as final escalation point for high impact incidents, coordinate with Infrastructure, DevOps, and Security
Oversee support for core enterprise systems: Microsoft 365, Azure AD, and Azure DevOps
Develop and manage processes for employee onboarding/offboarding, asset provisioning, and access management, ensuring standardization and consistency
Enforce user support policies that align with internal controls and business continuity needs
Manage third-party support vendors, MSPs, and hardware service providers
Deliver operational reports and improvement plans to the Senior Director of IT Operations
Ensure technology support operations comply with SOX, IT General Controls, data privacy, and cybersecurity standards
Support internal and external audits, regulatory exams, and management control testing
Maintain documentation, procedures, and evidence required for public company compliance
Perform other duties as assigned
Qualification
Required
Bachelor's degree in information technology, Computer Science, or related field, or High School diploma and equivalent relevant work experience
10+ years of progressive IT support or operations experience supporting desktop hardware/software in enterprise LAN/WAN environments
4+ years of people management experience in a regulated or complex enterprise environment
Hands-on experience supporting Microsoft 365 (Teams, SharePoint, Word, Excel, Outlook, PowerPoint)
Strong knowledge of service desk operations & ITIL practices, endpoint management, identity & access management, collaboration tools, and IT General Controls and SOX compliance
Expert level user of all Microsoft 365 products
Advanced expertise with ticketing and service management platforms
Familiarity with cybersecurity concepts related to endpoints and user access
Proven ability to lead through change and scale operations
Strong communication skills with technical and non-technical stakeholders
Ability to balance user experience with security, compliance, and cost discipline
Comfortable adjusting to shifting priorities, urgent incidents, and evolving business needs
Strong planning, time management, and resource allocation skills
Proven ability to prioritize tasks under pressure and meet deadlines without escalation
Committed to excellent service; able to lead by example in customer-facing interactions
Desire to live Slide's Core Values
Benefits
Comprehensive and affordable benefits package
Lifestyle Spending Account
Company
Slide
Slide is a technology-enabled insurance company that makes it easy for modern consumers to choose the right coverage for their unique needs and budgets.
201-500 employees
H1B Sponsorship
Slide 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 (3)
Funding
Current Stage
Public CompanyTotal Funding
$770MKey Investors
Regions Bank
2025-06-18IPO
2025-05-14Debt Financing· $250M
2024-06-27Debt Financing· $175M
Leadership Team
Bruce Lucas
Founder, CEO
Recent News
2025-11-07
Slide Insurance Holdings, Inc.
2025-10-17
Company data provided by crunchbase