Sun Life · 1 day ago
Second Level IT Service Desk Manager
Greater Milwaukee
Full-time
Onsite
Mid, Senior Level
$70K/yr - $106K/yr
2+ years expSun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. The Second Level IT Service Desk Manager is responsible for leading and managing a team of Second level Service Desk Agents to deliver high-quality technical support while consistently meeting service level commitments.
FinanceFinancial ServicesInsurance
Responsibilities
Lead, coach, and develop a team of Second Level Service Desk Agents in a high‑performance environment. Working extremely close with the First level Service desk team and Manager
Foster strong employee engagement and maintain high levels of team morale
Provide ongoing coaching, feedback, and performance management
Partner with senior leadership and training teams to develop capability and career progression plans
Ensure effective staffing levels, including scheduling, vacation planning, and absence coverage
Manage the IT working relationship with the IT teams of multiple business partnership organisation (BPOs)
Oversee the day‑to‑day operation of the second level Service Desk
Ensure all incidents and service requests are accurately logged, tracked, and resolved
Monitor and manage SLA performance and service quality
Provide timely, accurate communication to customers and stakeholders regarding incident status
Act as escalation support for complex or high‑impact issues
Provide hands‑on escalated Service Desk support when required
Manage end user equipment inventory, life cycle, and break fix resolution
Manage end user software escalated support, inventory, licencing, and life cycle
Produce and distribute daily monthly and yearly operational reports and performance metrics
Oversee all messaging to users that come from the Service desk
Support and dotted line reporting for the Major Incident Management program (MIMs)
Conduct trend analysis to identify recurring issues and improvement opportunities
Lead continuous improvement initiatives and support the introduction of new services
Ensure adherence to internal standards, customer quality requirements, and compliance expectations
Qualification
Required
IT or Business degree, or equivalent experience
Minimum 2 years of people management experience, ideally in a Service Desk or operations environment
Strong customer service orientation with a proven record of delivering results
Strone skills and experience with Office 365 applications , particularly Excel
Experience supporting a multi‑channel environment (phone, chat, and email)
Strong technical aptitude with the ability to quickly learn and troubleshoot issues
Comfortable working in a fast‑paced, performance‑driven environment
Demonstrates ownership and accountability for team and business outcomes
Actively observes work as it happens and uses insight to drive improvement
Sets clear expectations, holds people accountable, and supports stretch objectives
Empowers teams to make decisions at the point of work
Brings a customer‑first mindset to all interactions
Demonstrates responsiveness, reliability, and professionalism under pressure
Energetic, action‑oriented, and focused on outcomes
Views mistakes as learning opportunities
Actively seeks opportunities to improve processes, performance, and service quality
Builds strong teams through thoughtful hiring, coaching, and development
Provides timely, balanced feedback
Recognizes and rewards individual and team contributions
Leverages team strengths and shares resources effectively
Strong people leadership and team‑building capabilities
Excellent communication and stakeholder management skills
Decisive, adaptable, and highly organized
Able to manage multiple priorities and solve problems creatively
Self‑motivated with the ability to inspire and motivate others
Preferred
ITIL Foundation certification preferred (ITIL v3 or later)
Technical certifications (e.g., Contia A+, Network, or Core, etc ) considered a differentiator
Benefits
Generous vacation and sick time
Market-leading paid family, parental and adoption leave
Medical coverage
Company paid life and AD&D insurance
Disability programs
Partially paid sabbatical program
401(k) employer match
Stock purchase options
Employer-funded retirement account
Flexible, inclusive and collaborative work environment that supports career growth
Company
Sun Life
Sun Life is a leading financial services organization dedicated to helping people achieve lifetime financial security and live healthier lives.
10001+ employees
H1B Sponsorship
Sun Life 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
2025 (22)
2024 (27)
2023 (18)
2022 (18)
2021 (12)
2020 (13)
Funding
Current Stage
Public CompanyTotal Funding
$1.05B2024-05-13Post Ipo Debt· $548.79M
2023-07-04Post Ipo Debt· $500M
2000-03-24IPO
Leadership Team
Kevin Strain
President & CEO
Luc Nhon Ly
Chief Executive Officer
Recent News
2025-12-02
MarketScreener
2025-12-02
South China Morning Post
2025-11-27
Company data provided by crunchbase