Manager, IT Tech Support Services

Michigan Farm Bureau; Lansing (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Michigan Farm Bureau in Lansing, MI seeks a Manager, IT Tech Support Services to plan, organize, and direct IT support activities across the Information Technology Division, ensuring reliable, business-aligned technology support for users.

You will lead staff, vendors, and partners, develop service management practices, manage budgets and workflows, and provide guidance across hardware, software, networks, and security to improve user experience and operations.

Qualifications

• Bachelor's degree in business administration or computer science or equivalent experience.
• 1–3 years of management experience.
• 3–5 years in information technology concepts, service management practices, support processes, and technology operations.
• Familiarity with hardware, software, networks, security, and general business processes.
• General knowledge of insurance company operations.
• Proven ability to build and maintain constructive business relationships.
• May consider an Associate Manager, Info Technology position based on experience.

Responsibilities

• Plan, organize, and direct IT Tech Support Services activities across the Information Technology Division.
• Develop and manage service management practices, customer relationships, service standards, workflows, and performance measures.
• Provide technical guidance, consultation, and problem resolution across OS, software, hardware, and service platforms.
• Lead staff, vendors, and partners in delivering service management capabilities.
• Plan staffing, budget, training, policies, workflows, and facilities to support efficient delivery.

Skills

Management experience

IT concepts

Service management

Stakeholder relationships

Insurance operations knowledge

Education

Bachelor's degree in business administration or computer science

Job description

Manager, IT Tech Support Services

To plan, organize, and direct IT Tech Support Services activities across the Information Technology Division, ensuring reliable, responsive, and business-aligned technology support for corporate and division users. To develop and manage service management practices, customer relationships, service standards, operational workflows, and performance measures that improve the user experience, strengthen service reliability, and support business success. To provide technical guidance, consultation, and problem resolution across supported operating systems, software, hardware, and service platforms. To lead staff, vendors, and partners in delivering service management capabilities that meet current needs while supporting modernization, process improvement, knowledge adoption, and emerging business requirements.

Provide IT tech support services, support coordination, business application support, data-based solutions, project support, and planning services to satisfy requirements for all divisions of the Insurance Companies and affiliated companies as requested.

Provide business-aligned recommendations regarding IT tech support services, technology planning, operational risks, resource needs, and improvement opportunities. Communicate technical issues and service impacts in business terms, so leadership can evaluate options and make informed decisions.

Plan, recommend, and manage departmental staffing, budget, training, operating policies, service standards, procedures, workflows, and facilities requirements. Monitor expenditures, staffing capacity, and performance measures to support efficient and effective delivery of assigned responsibilities.

Required

• Bachelor's degree in business administration or computer science required, or equivalent experience may be considered.
• Minimum one to three years management experience required.
• Three to five years of information technology concepts, service management practices, support processes, and technology operations required.
• Familiarity with the relationship between hardware, software, networks, security, and general business processes is required.
• General knowledge of insurance company operations is required.
• Proven ability to build and maintain constructive business relationships.

Note: May consider an Associate Manager, Info Technology position based on the level of experience and qualifications.

Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19

Equal employment opportunity, including veterans and individuals with disabilities.

PI287465753