Insurance is a trillion dollar market that is fundamental to society, yet it has not modernized — until now.
Newfront is building the modern insurance experience.
We’ve reimagined the experience for clients, prospects, and employees, altering the way people create, understand, select, transact, and use insurance. We’re changing the approach so that it starts and ends with the client, not the product, and empowering people for moments that matter.
Our unique approach recognizes both the vast potential of technology and the fundamental role of insurance experts. We’re a technology-driven company with DE&I in our DNA
and strong values; we believe people matter most.
Our mission is to define the future of the insurance industry, while instilling a high performance culture in combination with living our Work, Love, Play ethos each day. We value balanced lives and are passionate about creating a culture of wellness that results in healthier, happier, and more productive employees, and more successful clients.
What You’ll Be Doing:
We are looking for an experienced IT Support Manager to oversee all internal facing IT functions in our company. You will be in charge of a team of IT Support Specialists and manage the company’s technology operations and the implementation of new IT systems and policies.
Our ideal IT Support Manager is someone who is very knowledgeable in IT and computer systems with a solid technical background and who can simultaneously hire, coach, develop, and motivate a diverse set of people. The IT Support Manager should be experienced in creating and implementing IT policies and systems that will meet and exceed business objectives.
The goal is to ensure IT systems and people are effective and functioning within the limits of budget, time and specifications of the company.
This position is a salaried, exempt, and full-time role.
This is a US Remote based role, with the option to work from any of Newfront’s offices.
#LI - Remote
What You’ll Be Responsible For:
- Helping build a team of Support personnel who are focused on delivering world-class technical support for a diverse workforce
- Helping Support personnel develop and nurture their skills and experience
- Building processes that enable team members to collaborate and execute
- Holding regular 1:1s with all members of your team
- Engaging with our users to triage their issues via tickets and video conferencing
- Creating, updating, or reviewing documentation changes based on customer interactions
- Fostering an environment for the engineers on your team to maintain good ticket performance and satisfaction
- Improving the customer experience in measurable and repeatable ways
- Identify problematic areas and implement strategic solutions in a timely fashion
- Assisting with the development of an organizational knowledgebase
- Ensuring that Service Desk SLAs are met
Qualifications:
- Has expertise in active directory (AD), identity management (Okta), and ticketing systems (JIRA Service Desk or similar)
- Has an affinity for (and experience with) providing world-class customer support
- 4+ years experience leading a support team
- 5+ years of support experience
- Able to communicate complex technical topics to customers and coworkers of varying technical skill levels
- Has extensive experience building out and scaling teams
- Experience in creating and implementing new processes and procedures
- Experience writing support content
- Experience leading a remote team across different geographies
- Extensive experience in leading teams to take ownership and work to manage the entire issue lifecycle, from customer to IT engineering team to resolution
At Newfront, we are committed to hiring diverse talent and supporting an inclusive workplace environment. If you are excited about a role at Newfront but feel you’re missing a few of the qualifications, we still encourage you to apply and tell us about yourself. You may just be the next Newfront team member that we are looking for!
Newfront is proud to be an equal opportunity workplace. Diversity is in our DNA and we believe that creating an inclusive workplace elevates the value we are able to bring to our customers and employees alike. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.
If you require reasonable accommodations throughout the application or interview process, please contact us at
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