Supervisor, Technology Services Leader

Technology Service Desk Supervisor

If you're passionate about innovation and love working in an environment where you can constantly improve and adopt new technologies to drive business results, then Nationwide's Information Technology team could be the place for you! At Nationwide®, "on your side" goes beyond just words. Our customers are at the center of everything we do and we're looking for associates who are passionate about delivering extraordinary care.

This role will work a hybrid schedule coming into the Des Moines, Iowa (preferred) or Columbus, Ohio office 3 days per week (Wednesdays, Thursdays, + 1 other day). Position hours are 8:30 am CT – 5:30 pm CT.

Position will have on call expectations both after hours and on holidays on a rotational basis.

Background:

• Operation is 24x6, Monday through Friday 6:00 am ET - 9:30 pm ET normal coverage, starting times range from 6:00 am ET - 1:00 pm ET, starting every half hour, 1:00 pm ET - 9:30 pm ET last shift (including most holidays).
• Basic Break fix/Troubleshooting: password, network, connectivity, HW/SW, mobile apps, printers, application errors, VPN, etc.

Technology Service Desk Supervisor Responsibilities include:

• Leading a team of Technology Services Advisors handling inbound contacts from 25K associates/contractors; 100K insurance agents throughout the country across multiple interaction channels.
• Demonstrating the ability to lead teams and effectively manage daily operations of TSD including floor monitoring, service interruption management and escalations.
• Answering analyst's questions, guiding through difficult calls or issues, diffusing situations, or handling issues that cannot be fielded by analysts.
• Continual focus on analyst engagement and development.
• Promoting Zero Trust Security mindset.
• Establish and communicate analyst metric goals and regularly provide feedback and coach analysts on performance.
• Conduct regular performance reviews and provide coaching and feedback.
• Schedule and manage staffing to ensure adequate coverage and adherence to SLAs.
• Identify trends and areas for improvement in customer interactions and technical troubleshooting.
• Recommend and implement process enhancements to improve efficiency and service quality.

Understanding Workforce Management processes and systems (IEX, Genesys, etc.)

Assisting Nationwide Technology by identifying and reporting trends impacting end users.

Position will have on call expectations both after hours and on holidays on a rotational basis.

With multiple shifts within TSD, this position hours are 8:30 am CT – 5:30 pm CT.

Job Description Summary:

If you're enthusiastic about delivering secure technology solutions to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Nationwide's industry-leading technology workforce embraces an agile work environment and a collaborative culture to deliver outstanding solutions and results. If that sounds like something you aspire to, we want to hear from you! As a Technology Services Supervisor, you will own end-to-end service lifecycle and delivery and lead a team involved in the support of these services. This includes defining, managing, and delivering services in support of technology capabilities as well as responding and driving continuous service improvement of customer experiences. You'll collaborate with individuals across many internal professional roles, as well as third-party vendors. You will also provide end-to-end service experience which requires maintaining the current state; measuring delivery expectations and satisfactions; and driving maturity.

Key Responsibilities:

• Supervises a team accountable for driving key performance indicators through efficient services management, expense management and increasing value of Nationwide Technology.
• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Supervises associates knowledge and understanding of business domains, industry trends and services.
• Leads a team providing technical support to diagnose, analyze, research, and resolve sophisticated technology issues for internal users and agents.
• Ensures alignment to best practices.
• Assigns and allocates staffing, in partnership with Workforce Management, based on required service levels and support.
• Leads all activities associated with defining, developing, measuring, running, and maturing services and continuous improvement recommendations.
• Supervises a team that coordinates and facilitates ITSM and applicable processes.
• Executes services to improve the customer experience and drives collaboration with user advocates to identify/exploit opportunities and alignments to actively manage expectations and monitor satisfaction levels and service adoption.
• Guides the team's skill development and maturity that improves and provides effective customer focused services.
• Makes decisions, based on data, by delivering metrics, analyzing data to identify trends, and isolating opportunities for Service Management continuous improvement.
• Participation in pivotal initiatives across Technology to represent and modify services accordingly to best measure and manage against changing technologies.
• Partners with Procurement and vendors to ensure expectations and contractual obligations are met.
• Serves as escalation contact for team during normal business hours and non-standard hours, depending on team shift structure.
• Manages associates through guidance and support on the execution of work. Provides performance management, salary planning, training, system access, development, workforce planning, hiring and disciplinary actions. Attracts, hires, engages, and develops the team through impactful recruitment, coaching and feedback.

Reporting Relationships:

Reports to Director, Technology Services Manager; leads a team of three or more Technology professionals.

Typical Skills and Experiences:

Education: Undergraduate studies in computer science, management information systems or a related field is strongly preferred.

License/Certification/Designation: Technology certifications or designation are not required, but encouraged (i.e.: AWS, Azure, scripting and development languages, delivery methods, security, network, ITIL Service Management).

Experience: Experience leading multiple teams and assets across various technology platforms. Three years of management supervisory experience is preferred. Experience with concepts and solutions: IaaS, PaaS, SaaS, and package solutions are a plus.

Knowledge, Abilities and Skills: Demonstrated knowledge of service management and budgeting and financial analysis concepts and techniques. Strong desire to lead a staff. Must have strong analytical and decision-making skills, possess interpersonal savvy and well-developed leadership and negotiation abilities. Must be able to perform financial and risk analysis. Strong verbal and written communication skills to interact with all levels of associates, senior management, and vendors.

Values:

Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office environment. Non-standard or extended work may be required based on business unit needs. Some travel may be required.

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

Benefits:

We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.

NOTE TO EMPLOYMENT AGENCIES:

We value the partnerships we have built with our preferred vendors. Nationwide does not accept