Supervisor of Desktop Support & Operations

Guarantee Trust Life is seeking a highly skilled and experienced Supervisor of Desktop Support & Operations to join our dynamic team. This role will be responsible for overseeing the daily operations, managing a team of individuals, and ensuring that all customer inquiries and technical issues are addressed in a timely and efficient manner. You can put your skills to the test by doing something new every day. Our team goes home each night knowing they made a difference and helped others! 

This role is required to work 5 days per week onsite in our Glenview, IL office.

Key Responsibilities:

• Supervision and Leadership: Lead, mentor, and coach a team of support analysts and IT operations professionals, providing guidance and support to ensure high levels of performance and customer satisfaction.
• Service Desk Operations: Oversee and guide the day-to-day operations of the IT Support team, including request management, prioritization of tasks, and escalation of issues as needed.
• Internal Customer Support: Serve as a point of contact for escalated customer inquiries and technical issues, ensuring prompt resolution and effective communication.
• Quality Assurance: Monitor and evaluate service desk performance, identify areas for improvement, and implement strategies to enhance efficiency and effectiveness.
• Training and Development: Develop and deliver training programs for the team to enhance their technical skills, system knowledge, and customer service abilities.
• Documentation and Reporting: Maintain accurate records of service desk activities, generate reports on key performance metrics, and provide insights and recommendations for continuous improvement.
• Collaboration: Work closely with other departments within IT to ensure seamless coordination and resolution of issues.

Why GTL? Take a look at what we offer:

• Competitive salary with bonus opportunities – but that’s just the beginning!
• Tuition assistance, medical and dental insurance, and 401(k).
• Half-day Fridays – every Friday!
• Incentivized onsite work arrangement with extra paid time off days, monthly gas credit, and more!
• Opportunities to grow on a creative, physical, education and professional level!
• Volunteer programs to help give back, improve lives, connect with others and strengthen communities.

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• Proven experience in a service desk or technical support role, with at least 2 years in a supervisory or leadership position.
• Strong technical aptitude and understanding of IT systems, networks, and software applications.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and internal teams.
• Solid organizational and time management abilities, with a focus on prioritization and multitasking.
• Analytical mindset, with the ability to identify trends, analyze data, and make data-driven decisions.

Preferred Qualifications:

• Experience managing an IT Service Management platform (i.e. Jira, SysAid, ServiceNow, etc.)
• Experience supporting a cloud-based VoIP platform.
• Experience supporting Microsoft Azure and Microsoft Intune.
• Experience managing fully remote environments and employees.

The pay range provided is not a guarantee of compensation.  The range reflects potential pay for the job grade for this role at the time of this posting. Compensation will depend on several factors such as specific competencies, relevant education and experience, qualifications, and industry certifications.  Compensation ranges are subject to change and may be higher or lower than the range described above.  

Provided eligibility requirements are met employees will be eligible for the following benefits:

• Medical
• Health Savings Account (including employer contribution)
• Dental
• Vision
• Basic Life Insurance (full premium paid by employer)
• Voluntary Employee, Spouse and Child Life Insurance
• Short-Term and Long-Term Disability
• Paid Holidays
• Paid time off including vacation, personal days, and sick time
  • The amount of time off varies based on tenure and hours worked
• 401(k) and Profit-Sharing retirement plan
  • The company matches contributions up to 2% provided the employee contributes a minimum of 3%
  • The company may make a discretionary contribution to the Profit-Sharing plan

Guarantee Trust Life Insurance Company is a longstanding leader in life and accident & health (A&H) insurance. In business since 1936, Guarantee Trust Life Insurance Company was founded on the two fundamental principles of quality products and excellence in customer service.

We invite you to learn more about Guarantee Trust Life by visiting our website: www.gtlic.com.

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