IT Support Manager

Overview

Join to apply for the IT Support Manager role at Central Insurance
.

Location:

Van Wert, OH;
Dublin, OH. Work Model:
Hybrid. Position type:
Full time - salary.

We’re a team of employees passionate about delivering best-in-class customer service and driving innovation in IT support. Integrity, relationships, and excellence are at the heart of everything we do. Our employees fully utilize their talents and bring their best selves to work. By joining the team as an IT Support Manager
, you’ll lead a talented group dedicated to elevating the Help Desk experience, implementing smart technology solutions, and fostering a culture of continuous improvement.

We want to hear from you if you’re ready to make a measurable impact and help shape the future of IT support.

• Management and Leadership:
  Develop and enforce user experience standards for Help Desk interactions, ensure consistency and satisfaction.
• Integrate and leverage self-service tools, knowledge bases, and automation (e.g., Copilot agents, Jira, Confluence) to empower users and reduce support demand.
• Lead initiatives that analyze ticket drivers and root causes, eliminate recurring issues, and redesign workflows and user interfaces.
• Foster a culture of innovation and accountability through mentorship, technical skill development, and professional growth.
• Implement and maintain standardized triage protocols, including AI-assisted routing and classification of tickets.
• Collaborate with cross-functional teams to align Help Desk processes with broader business goals.
• Lead training and communication initiatives to ensure team members and end-users understand new processes and standards.
• Manage team workloads through capacity planning, process improvement, and staffing.
• Evaluate performance following Central’s performance management process; hold employees to annual goals and standards.
• Audit team performance through SLAs and OKRs; analyze data to drive accountability and continuous improvement.
• Design incident management responses and execute as needed.

• Direct activities of the IT Technology Support team and projects; drive resolution efficiency through process improvements.
• Oversee procurement, inventory management, and vendor relationships; provide input on refresh strategies.
• Develop and maintain incident and service request processes, procedures, and knowledge base content.
• Ensure standards and tools for IT Technology Support are used effectively; identify gaps and implement improvements.
• Stay up to date with industry developments and drive innovation and change.
• Collaborate with leadership to build and execute Help Desk strategy and priorities; hold team accountable for results.
• Coordinate with IT and business groups to communicate impact of changes.
• Develop customer feedback strategies to evaluate Help Desk satisfaction.

• Oversee AV support for meetings, presentations, and events; set up, troubleshoot, and maintain AV equipment.
• Standardize AV experiences across conference rooms and regions; implement procedures and training.
• Maintain up-to-date knowledge of AV technologies and best practices.
• Collaborate with stakeholders to meet AV needs for internal and external events.
• Train team members and end-users on effective use of AV equipment and software.

• Bachelor’s degree in related field and 4 years related experience
• Or 6 years related experience

• Prior experience supervising others, including performance evaluation
• Knowledge in audio-visual (AV) support, including system setup, troubleshooting, and maintenance
• A proven technical background in Information Technology
• Proficiency with Confluence, Jira, and Copilot agents
• Proficient with end-user devices (Windows, macOS, mobile) and management platforms (Intune, Jamf, SCCM)

• Strong leadership, coaching, team-building, and conflict resolution
• Project management, time and risk management, prioritization
• Analytical and problem-solving skills
• Ability to streamline processes and work with customers to gather requirements
• Strong verbal and written communication, negotiation and influence skills
• Exten…