End User Experience Lead

SOCIETY SVC LLC

Fond du Lac (WI)

Hybrid

USD 80,000 - 110,000

Full time

14 days+

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Benefits offered by this job

Comprehensive Benefits Package

Retirement Plan with Profit-Sharing

Flexible scheduling

Telecommuting options

Education reimbursement

Wellness initiatives

Job summary

A leading company in the insurance sector seeks an experienced IT End User Experience Lead to enhance user support and lead a cohesive agile team. This role emphasizes improving technology solutions and the overall end-user experience while offering flexible work arrangements. Candidates will need strong leadership and technical skills to meet evolving business needs.

Qualifications

Minimum of 5 years experience with progressively increasing responsibilities.
Experience in an agile environment.
2 years of supervisory experience is highly desirable.

Responsibilities

Oversee provisioning of hardware and software to end users.
Drive continuous improvement of people, processes, and technology.
Monitor service desk performance through data and surveys.

Skills

Leadership

Mentoring

Project Management

Customer Service

Problem Solving

Education

Associate degree in a technology-related field

Tools

Microsoft O365

Adobe

Service Now

Job description

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40 hours/week with Flexible Scheduling Opportunities

This position offers flexible remote/hybrid work scheduling and we are targeting candidates who are located within the commutable greater Fond du Lac, WI area for infrequent in-person meeting events. Visit us at societyinsurance.com to learn more.

Overview

Protecting our policyholders’ dreams, passions, and livelihoods has a direct impact on the communities we serve. We work towards excellence, conduct ourselves with high integrity, and take our work seriously, but not ourselves. Small Details. Big Difference. Find out how you can make a difference with a career at Society.

Society Insurance is seeking an experienced IT End User Experience Lead to join our IT team. This role is responsible for overseeing the provisioning of hardware and software to end users, while also ensuring timely and effective support through the service desk and, when necessary, engineering teams. The IT End User Experience Lead investigates and resolves hardware and software issues to maintain optimal performance of computers, applications, and peripheral equipment across the organization. In addition, this role leads the “End User Experience Pillar,” bringing together engineering and service desk functions to support and enhance business technology solutions. The ideal candidate will drive the continuous improvement of people, processes, and technology to elevate the overall end-user experience.

About the Role

Provides leadership and manages resources to build a cohesive agile team that leverages the full potential of the resources and technology available to them. Facilitates cross-training, employee development, and employee knowledge transfer to meet business needs.
Monitors the service desk and Service Level Agreements (SLA’s) through empirical data and customer surveys to drive improvement and drives business communication of issue status.
Proactively monitors and evaluates assigned systems; documents system performance; and offers recommendations for upgrades or changes where appropriate.
Collaborates with other Infrastructure pillars to develop short- and long-term plans for system installations and upgrades.
Monitors and mentors team members in the development of their assigned project deliverables and work results.
Oversees and directs the efforts of End User Engineering and the Service Desk Team. Evolves the processes used for performing functions and assists the IT Manager in balancing work that should be done by the End User Experience pillar vs the other Infrastructure pillars.
Works collaboratively with IT management to create a consistent work expectation level.
Maintains staff by interviewing, selecting, and training employees.

About You

You communicate clearly, concisely, and with purpose
You remain calm under pressure and approach conflict with a constructive mindset
You take pride in developing and mentoring others to help them grow
You are goal-oriented and consistently exceed expectations
You are service-driven, with a commitment to meeting customer needs
You prioritize quality and are continuously seeking ways to improve processes
You are highly organized and excel at managing your time

What it Will Take

Associate degree in a technology-related field with a minimum of 5 years of experience working with progressively increasing responsibilities.
Ability to effect change, motivate people, and manage projects through completion.
Demonstrated success of leadership, mentoring, or coaching.
Experience with the deployment and support of the following end user products: Microsoft O365 and Adobe.
Experience working within an agile environment.
2 years of supervisory experience is highly desirable.
Experience with the following end user products is highly desirable: VDI, Team Viewer, PDQ Deploy, Control UP, Service Now, Draftable, Tricerat, and/or Papercut

What Society Can Offer

Comprehensive Benefits Package:Salary with bonus plan; health, dental, life, and vision insurance
Retirement:Traditional or Roth 401(k) Defined Contribution Plan PLUS Profit-Sharing Plan
Work-Life Balance:Company-paid holidays; flexible scheduling; PTO; telecommuting options
Education:Career Coaching; company-paid courses; student loan and tuition reimbursement
Wellness:Employee Assistance Program; wellness initiatives/rewards; health coaching; and more

Society Insurance prohibits discrimination and harassment of any type against applicants and employees on the basis of race, color, religion, sex, national origin, age, handicap, disability, genetics, veteran status or military service, marital status or sexual orientation, gender identity or expression, or any other characteristic or status protected by federal, state or local laws. Society Insurance also provides reasonable accommodations to qualified individuals with disabilities in accordance with the requirements of the Americans with Disabilities Act and applicable state and local laws. Society Insurance is a drug-free workplace.

Seniority level