Service Desk Manager

Overview

Sun 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. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

The Service Desk Manager will provide hands-on leadership for a Denta Quest/Sun Life IT Service Desk, serving as the primary operational interface between IT and the business. This hybrid role reports to the Service Desk Director and oversees a team of six professionals supporting 5,000+ employees across both organizations.

This highly visible IT leadership position has significant influence across the IT organization, with frequent interaction with business leaders. The ideal candidate will drive consistent, high-quality end-user support, ensure effective incident and request management, and maintain strong performance against Service Level Agreement (SLA) commitments.

• Team Leadership
  • Lead and manage a blended IT Service Desk team including internal staff and third‑party service providers
  • Maintain appropriate staffing levels and scheduling to support published hours of operation
  • Host daily IT operations discussions and ensure timely follow-up on risks and issues
  • Foster a culture of collaboration, development, and accountability
• Service Delivery & Performance
  • Monitor and drive adherence to service level agreements (SLAs) and operational performance targets
  • Provide daily oversight across IT service delivery queues and act as the first point of escalation for service issues
  • Deliver comprehensive operational and performance reporting (weekly, monthly, and periodic rollups) using defined KPIs and metrics
  • Ensure effective end-user support throughout the employee lifecycle, including onboarding and offboarding
• Operations Management
  • Oversee incident and request intake, prioritization, backlog management, and escalation processes
  • Own Service Desk documentation, knowledge management, and standard operating procedures
  • Manage end-user equipment inventory from procurement through disposal
  • Ensure timely, accurate communication of planned and unplanned IT service interruptions
• Strategic Initiatives
  • Support the development and ongoing maturity of the wider team
  • Identify and implement continuous improvement and process optimization opportunities
  • Contribute to service desk strategy and long-term operational excellence

• Bachelor's degree in computer science, Information Technology, or equivalent experience in a similar role
• 3+ years of experience in IT Operations or Service Desk leadership
• Proven experience managing teams of 5+ support professionals, including remote and hybrid team members
• Hands-on experience managing Service Now in an enterprise environment
• Strong analytical skills with proficiency in Microsoft Excel for reporting and performance analysis
• Excellent written and verbal communication skills
• Strong leadership, organizational, and problem-solving abilities
• Broad technical understanding of IT operations and end-user support
• Demonstrated commitment to customer service and service excellence

• ITIL Foundation certification (v4 preferred; v3 acceptable)
• Experience with modern call centre technology including Amazon Connect, Data Analytics (e.g. Tableau/Quick Sight) and GenAI Chatbots

Salary Range: $73,800.00 - $ USD

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a…