Manager II, Tech Support - Executive and Home Office Support

We deliver our customers peace of mind every day by helping them protect what they value most. Our passion for placing the customer at the center of everything we do is driving a transformational shift at Liberty Mutual. Operating as a tech startup within a Fortune 100 company, we are leading a digital disruption that will redefine how people experience insurance.

In this role you will manage unit personnel and day-to-day operations of a Service Management organization. Oversee the operating plan and resource allocation for the unit, including prioritization and staff deployment. Responsible for initiating process improvement activities, which enhance overall effectiveness while proactively seeking ways to improve human resource and other management processes. Provide leadership and consultation to management and staff at the highest technical level for all aspects of a Service Management operation.

About the job:

• Hires and manages a team of people; coaches, counsels and develops team members.
• Defines individual performance objectives and development plans and ensures alignment with organizational objectives. Evaluates team and individual performance and makes compensation recommendations.
• Participates in the development of business and/or IT vision, critical success factors and operating plans; develops and communicates unit vision, strategies, critical success factors and plans; develops high-level migration plans.
• Initiates and fosters business partnerships with clients, vendors, IT and Business Managers; develops relationships that support increasing efficiency and effectiveness; balances individual client needs with business priorities.
• Initiates the development of robust ITIL processes that deliver service within the required SLA's.
• Depicts highly complex ideas and issues to diverse audiences. Assists in driving and implements change and continuous improvement.
• Maintains breadth and depth of perspective, utilizing enterprise and industry/market trends.
• Oversees the development, implementation and execution of project plans; ensures scope and schedule are established for projects and assignments; oversees operating plan and resource allocation for the unit, including prioritization and staff deployment.
• Initiates process improvement activities, which enhance overall effectiveness, proactively seeks ways to improve human resource and other management processes.
• Establishes financial plan for the unit and manages to plan; ensures project financial plans are met.
• Performs related tasks as assigned or requested.

Desired Skills:

• Bachelors or Masters Degree in technical or business discipline or related experience, a minimum of 8 years related experience.
• Extensive knowledge of IT operations, Strong judgment and managerial skills, Excellent communication (both verbal and written).
• The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential.
• Client focus and ownership - use of own initiative and a proactive approach to work.
• Ability to work effectively with clients, IT management and staff and vendors.
• Strong organizational skills, the ability to manage multiple tasks simultaneously.
• Good understanding of business terminology to convey business impact succinctly at a level which senior management understand.
• Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution.
• Good analytical skills to aid the trending of metrics.

Benefits:

We value your hard work, integrity and commitment to positive change. In return for your service, its our privilege to offer you benefits and rewards that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits

Overview:

At Liberty Mutual, we give motivated, accomplished professionals the opportunity to help us redefine what insurance means; to work for a global leader with a deep sense of humanity and a focus on improving and protecting everyday lives. We create an inspired, collaborative environment, where people can take ownership of their work; push breakthrough ideas; and feel confident that their contributions will be valued and their growth championed.

Were dedicated to doing the right thing for our employees, because we know that their fulfillment and success leads us to great places. Life. Happiness. Innovation. Impact. Advancement. Whatever their pursuit, talented people find their path at Liberty Mutual.