Help Desk Manager (Remote)

Senior Market Sales; Northern (KY); Remote; USD 70,000 - 90,000; Full time

Job summary

Alliant Insurance Services is seeking a Help Desk Manager to oversee first- and second-level support, ensuring hardware, software, and network systems run smoothly for end users. The role emphasizes leadership of Help Desk Specialists and maintenance of incident tracking and IT operations policies.

Qualifications include a bachelor’s degree and 6+ years in a help desk environment, plus experience with large ticketing systems. Remote work options are available as part of a national program.

Qualifications

• Bachelor's degree or equivalent combination of education or experience.
• Six (6) or more years of related experience in a help desk environment.
• Experience with large-scale ticketing systems and Microsoft hardware/software.

Responsibilities

• Mentor and supervise Help Desk Specialists.
• Provide second-level hardware, software, and network support for end users.
• Ensure users are informed of progress and recommendations to reduce repeat calls.
• Troubleshoot, isolate, document, and resolve user-reported problems.
• Identify trends and advise senior management to minimize issues.
• Install hardware and software and maintain PC systems.

Skills

Communication

Customer Service

Teamwork

Planning

MS Office

Education

Bachelor's Degree or equivalent combination of education or experience

Job description

Posted Friday, August 14, 2026 at 7:00 AM

At Alliant Insurance Services, we thrive on creating employee benefits solutions built on the idea that health makes growth possible. As top tier professionals dedicated to solving our clients' health and welfare insurance challenges, Alliant team members deliver an unrivaled depth of service, and our unique approach enables us to help clients stay resilient and turn change into opportunity. This position is a chance to join a dynamic, expanding company with prospects for individual and career growth.

As one of the 5 largest insurance brokerage firms in the U.S., Alliant provides property and casualty, workers' compensation, employee benefits, surety, and financial products and services to clients nationwide.

More information is available at www.alliant.com .

SUMMARY

Responsible for managing the Help Desk to ensure thorough and timely first-level hardware, software, and network support for end users. Oversees and ensures servers, workstations, notebooks, and printers are operational and performing at optimal levels. Provides second-level technical support and mentoring to Help Desk Specialists.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Mentors, cross-trains, and supervises Help Desk Specialists;
• Provides second-level hardware, software, and network support for end users;
• Ensures that all users are informed of progress and recommendations to eliminate multiple calls on previously reported problems;
• Troubleshoots, isolates, documents, and resolves problems reported by users;
• Identifies problem trends and makes recommendations to senior management in order to minimize ongoing issues;
• Completes hardware and software installations;
• Supports the Company’s technical operations by adhering to and enhancing policies and procedures related to Help Desk functions;
• Ensures that Help Desk tracking software is used to document all support calls and projects;
• Builds and maintains PC systems;
• Keeps current and knowledgeable on all corporate-approved software;
• Provides hardware/software application training and documentation to train Help Desk Specialists and end users as needed;
• Promotes a customer service approach between Information Systems and other Corporate departments and branch locations;
• Other duties as assigned

QUALIFICATIONS

• Bachelor's Degree or equivalent combination of education or experience
• Six (6) or more years of related experience
• Experience within a help desk environment
• Experience working with large-scale ticketing systems
• Strong knowledge of Windows servers, workstations, notebooks, printers, and standard Microsoft applications and hardware maintenance

SKILLS

• Excellent verbal and written communication skills
• Excellent customer service skills, including telephone and listening skills
• Ability to work within a team and to foster teamwork
• Good planning, organizational and prioritization skills
• Proficient in Microsoft Office products

#LI-DR2

#LI-REMOTE

We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer.

Alliant Insurance Services, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on their qualifications and ability without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, sexual orientation, and gender identity), national origin, ancestry, physical or mental disability, medical condition, marital status, age, genetic information, or status as a protected veteran, in accordance with applicable federal, state, and local laws, including California law.

Applicants are protected under Federal law from discrimination. If you need an accommodation to complete the application process or would like to review these materials in an alternative format, please reach out to [e-mail]

For more information on Alliant Insurance Service's benefits, please visit www.alliant.com/about/careers/benefits