Second Level IT Service Desk Manager

Sun Life • Milwaukee, WI

1d

About The Position

This role is ideal for an experienced people leader who thrives in a fast‑paced environment, enjoys developing high‑performing teams, and is passionate about delivering excellent customer service. The Second Level Service Desk Manager is responsible for leading and managing a team of Second level Service Desk Agents to deliver high‑quality technical support while consistently meeting service level commitments. This role oversees the day‑to‑day operation of second level Service Desk support and plays a key role in continuous improvement, people development, and operational excellence.

Requirements

• IT or Business degree, or equivalent experience
• Minimum 2 years of people management experience, ideally in a Service Desk or operations environment
• Strong customer service orientation with a proven record of delivering results
• ITIL Foundation certification preferred (ITIL v3 or later)
• Strone skills and experience with Office 365 applications , particularly Excel
• Operational & Technical Experience supporting a multi‑channel environment (phone, chat, and email)
• Strong technical aptitude with the ability to quickly learn and troubleshoot issues
• Comfortable working in a fast‑paced, performance‑driven environment
• Demonstrates ownership and accountability for team and business outcomes
• Actively observes work as it happens and uses insight to drive improvement
• Sets clear expectations, holds people accountable, and supports stretch objectives
• Empowers teams to make decisions at the point of work
• Brings a customer‑first mindset to all interactions
• Demonstrates responsiveness, reliability, and professionalism under pressure
• Energetic, action‑oriented, and focused on outcomes
• Views mistakes as learning opportunities
• Actively seeks opportunities to improve processes, performance, and service quality
• Builds strong teams through thoughtful hiring, coaching, and development
• Provides timely, balanced feedback
• Recognizes and rewards individual and team contributions
• Leverages team strengths and shares resources effectively
• Strong people leadership and team‑building capabilities
• Excellent communication and stakeholder management skills
• Decisive, adaptable, and highly organized
• Able to manage multiple priorities and solve problems creatively
• Self‑motivated with the ability to inspire and motivate others

Nice To Haves

• Technical certifications (e.g., Contia A+, Network, or Core, etc ) considered a differentiator

Responsibilities

• Lead, coach, and develop a team of Second Level Service Desk Agents in a high‑performance environment.
• Working extremely close with the First level Service desk team and Manager
• Foster strong employee engagement and maintain high levels of team morale
• Provide ongoing coaching, feedback, and performance management
• Partner with senior leadership and training teams to develop capability and career progression plans
• Ensure effective staffing levels, including scheduling, vacation planning, and absence coverage.
• Manage the IT working relationship with the IT teams of multiple business partnership organisation (BPOs)
• Oversee the day‑to‑day operation of the second level Service Desk
• Ensure all incidents and service requests are accurately logged, tracked, and resolved
• Monitor and manage SLA performance and service quality
• Provide timely, accurate communication to customers and stakeholders regarding incident status
• Act as escalation support for complex or high‑impact issues
• Provide hands‑on escalated Service Desk support when required
• Manage end user equipment inventory, life cycle, and break fix resolution
• Manage end user software escalated support, inventory, licencing, and life cycle
• Produce and distribute daily monthly and yearly operational reports and performance metrics
• Oversee all messaging to users that come from the Service desk
• Support and dotted line reporting for the Major Incident Management program (MIMs)
• Conduct trend analysis to identify recurring issues and improvement opportunities
• Lead continuous improvement initiatives and support the introduction of new services
• Ensure adherence to internal standards, customer quality requirements, and compliance expectations

Benefits

• At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.
• Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.
• Enjoy a flexible, inclusive and collaborative work environment that supports career growth.
• We’re proud to be recognized in our communities as a top employer.
• Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager