Manager, Technology Service Desk

1 SW Security Benefit Pl, Topeka, KS 66606, USA

10975 Grandview Dr, Overland Park, KS 66210, USA

Posted Thursday, October 30, 2025 at 6:00 AM

We're Looking for an experienced IT Service Desk Manager!

About the Company: Security Benefit is a leader in the U.S. retirement market with more than $55 billion in assets under management. We offer opportunities to thrive, innovate, and make an impact. As part of our team, you’ll play a key role in driving the future of the U.S. retirement industry. Security Benefit is a PLACE where we promise to help our customers To and Through Retirement®.

We’re proud to have been recognized as one of the best in the business:

• Named to Ward’s 50 list of top-performing life-health insurance companies
• Recognized on list of Ingram’s Top 100 Private Companies in the Kansas City area in 2024

We are seeking an experienced Service Desk Manager to lead IT support operations across a cross-platform environment. This role requires strong leadership skills to manage distributed teams across multiple time zones while ensuring 24/7 support for AWS and Microsoft infrastructure. The ideal candidate will excel at cross-functional collaboration and building knowledge-sharing capabilities within technical teams.

The Manager, Technology Service Desk position reports to the Director, Infrastructure & Security Operations and can be based out of our home office in Topeka, Kansas, our Overland Park, Kansas location. We work a hybrid schedule, offering flexibility to work both remotely and on-site.

• Lead and develop global IT Service Desk and Infrastructure Operations teams across onsite and offshore locations.
• Recruit, onboard, andretaintop talent; foster a culture of accountability, empathy, and continuous learning.
• Conduct regular coaching, mentoring, and performance reviews to build a high-performing support organization.
• Develop and manage staffing plans, shift schedules, and escalation processes to ensure 24/7 coverage.
• Champion change management and drive adoption of new tools, processes, and technologies.

• Oversee day-to-day IT Service Desk and infrastructure operations, ensuring SLAs are met for incident, problem, and request management.
• Define and refine KPIs including First Call Resolution (FCR), Mean Time to Resolution (MTTR), and user satisfaction metrics.
• Coordinate platform upgrades, patching, and hardware lifecycle projects from the support perspective.
• Build andmaintainstrong working relationships with senior leadership, providing direct, personalized IT support. Manage executive-level incidents with urgency, discretion, and exceptional service delivery
• Lead incident response, root-cause analysis, and post-mortem reviews to drive continuous improvement.
• Manage ITSM tools (e.g., Jira Service Management, Confluence) and ensure process standardization.
• Build andmaintaina robust knowledge base to streamline issue resolution and reduce repetitive tickets.
• Maintain vendor and partner relationships for escalation and support continuity.

• Translate operational risks and technology gaps into business-impactlanguage for executive reporting.
• Develop and present operational dashboards and insights to leadership on performance, staffing, and technology debt.
• Collaborate cross-functionally with infrastructure, security, and application teams to ensure cohesive change management and communication during outages or upgrades.
• Ensure compliance with regulatory and audit requirements (e.g., SOX, HIPAA, ISO).
• Contribute to annual budgeting, resource forecasting, and strategic capacity planning.

• 8+ years of experience in IT service desk operations or technical support management roles
• 6+ Leadership experience in regulated IT environments (finance or healthcare preferred)
• Understanding of AWS services and Microsoft technologies (Windows Server, Active Directory, Office 365)
• Proficiency with ITSM tools (Jira Service Management), Jira Software, and Confluence
• Familiarity with ITIL practices, service management tools, and SLA enforcement
• Excellent communication skills with ability…