Job Information
Hub International Service Desk Operations Manager in Chicago, Illinois
ABOUT US
At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.
HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 17,000 employees in more than 550 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.
ABOUT THE POSITION:
The Service Desk Operations Manager plays a key role in HUB’s Technology and Operations Service Management Office in providing exceptional service and optimal user experience. The ideal candidate will have a proven track record of managing IT service desk operations in a managed services model, driving daily activities, and fostering a positive work environment. This role requires strong leadership skills, technical expertise, and a commitment to delivering high-quality IT services. This Manager role works closely with the Knowledge Manager, the Change Manager, the ServiceNow Solution team towards service delivery objectives and key results.
MAJOR DUTIES:
Oversee the day-to-day operations of the HUB Service Desk’s incident management, request fulfillment, onboarding, offboarding and escalation processes, monitoring the performance, productivity, and efficiency of the staff and the processes.
Serve as the primary point of contact for escalated issues, providing leadership and direction to resolve complex technical issues.
Coordinate with other HUB IT support teams to ensure timely resolution of incidents and fulfillment of service requests in accordance with service level agreements (SLAs), ITIL v4 best practices, and standards across the organization.
Work daily with service desk staff, vendor managers, and HUB support teams to ensure they are well-trained, motivated, and equipped with the necessary tools and resources to provide high-quality customer service and support.
Identify and coordinate resolution of any issues or gaps in the process workflows, queue management processes, or knowledge management system, continuously seeking opportunities for improvement, innovation, automation, and optimization.
Refine, and monitor key critical and key performance indicators (CPIs/KPIs) to measure service desk performance and identify areas for improvement.
Measure, analyze and report on the performance of service towers owned by various suppliers and internal resolver teams.
Develop and maintain strong relationships with internal stakeholders and suppliers to understand their IT support needs and expectations.
Participate in the defect review, enhancement request validation, requirement definition, and priority setting of the service desk-related items in the ServiceNow development backlog
Stay informed about emerging technologies and industry trends to make informed decisions about service desk operations and investments.
QUALIFICATIONS:
Demonstrate the ability to undertake the above responsibilities
Excellent communication and interpersonal skills
Excellent problem-solving and decision-making skills
Experience in leading virtual and vendor partner teams
Able to work under pressure and meet deadlines
Able to manage sensitive and sometimes confidential information
Analytical and reporting skills
Able to demonstrate initiative and a proactive approach to daily tasks
Ability to partner with and collaboratively problem solve with vendors and our internal teams
Demonstrated support and nurturing of a culture of customer service, transparency and accountability
ITIL Qualified and demonstrated knowledge of ITIL disciplines
REQUIREMENTS:
Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
Minimum of 5 years of experience in IT service desk operations, with at least 3 years in a managerial or leadership role.
Ability to prioritize tasks and manage multiple activity streams simultaneously in a fast-paced environment.
Strong analytical and problem-solving skills, with a focus on delivering high-quality customer service.
Strong technical background with expertise in troubleshooting hardware, software, and network issues.
Excellent presentation, communication, and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
Experience with ServiceNow ITSM, ITOM, ITAM modules including performance analytics/reporting features.
ITIL certification or designation a plus
Location: Chicago
Job Type: Full-time
JOIN OUR TEAM
Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB, you will be part of a community of learners and doers focused on helping our leaders maximize the potential of their employees.
Department Information Technology
Required Experience: 5-7 years of relevant experience
Required Travel: Negligible
Required Education: Bachelor's degree (4-year degree)
HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here athttp://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.
EEOAA Policy
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Hi, we’re HUB.
In a rapidly changing world, we advise businesses and individuals on how to prepare for the unexpected.
When you partner with us, you're at the center of a vast network of experts who will help you reach your goals through risk services, claims management, and compliance support.
And this gives you the peace of mind that what matters most to you will be protected — through unrelenting advocacy and tailored insurance solutions that put you in control.
About HUB International
Headquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services. From offices located throughout North America, HUB’s vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit hubinternational.com.