Job
Description
Role Overview: At NationsBenefits, you will be leading the transformation of the insurance industry by developing innovative benefits management solutions. Your focus will be on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, you will be involved in platform modernization, transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core backoffice functions in the insurance domain. Key Responsibilities: - Lead the end-to-end management of IT helpdesk projects, ensuring they are completed on time, within scope, and within budget. - Develop detailed project plans, timelines, and resources required to support the implementation of new helpdesk systems, software, and service improvements. - Coordinate with internal teams (IT, HR, Finance, etc.) and external vendors to ensure alignment on project deliverables. - Manage and support the IT helpdesk team, ensuring that they have the resources, training, and guidance to perform effectively. - Provide regular updates to leadership on project status, risks, and milestones. - Foster a collaborative environment by working closely with IT support staff, software developers, and other business units. - Evaluate and recommend improvements to helpdesk workflows and operational procedures to improve efficiency and service quality. - Implement new technologies or processes to streamline issue resolution, enhance user experience, and optimize resource allocation. - Lead initiatives to improve first-call resolution rates, reduce response times, and improve overall helpdesk satisfaction. - Ensure that the helpdesk team delivers high-quality service to end-users by tracking and analyzing customer satisfaction metrics and implementing corrective actions when necessary. - Collaborate with customer-facing teams (HR, Marketing, Sales, etc.) to understand evolving needs and ensure the helpdesk can support those requirements. - Create and maintain detailed documentation and knowledge bases for common issues, processes, and resolutions. - Identify potential project risks and take appropriate action to mitigate these risks. - Serve as a point of escalation for complex or critical issues, working with the IT team and vendors to resolve them quickly. - Maintain clear communication with stakeholders regarding project timelines, roadblocks, and adjustments. - Provide regular status reports to senior leadership on project progress, helpdesk performance, and areas of improvement. - Analyze helpdesk performance data to identify trends, improve decision-making, and drive continuous improvement initiatives. Qualifications Required: - Proven experience in IT project management, preferably with a focus on helpdesk or IT support services. - Strong knowledge of helpdesk systems (e.g., ServiceNow, Jira, Zendesk) and ITIL framework. - Excellent leadership and team management abilities, with experience coordinating cross-functional teams. - Strong project management skills, with a proven ability to manage multiple projects simultaneously. - Knowledge of common IT issues and troubleshooting techniques, along with an understanding of end-user needs and expectations. - Strong analytical and problem-solving skills, with the ability to translate complex technical information into clear, actionable plans. - Exceptional communication skills, both written and verbal, with the ability to communicate effectively with both technical and non-technical stakeholders. - Ability to manage and prioritize competing demands in a fast-paced environment. - Familiarity with agile or other project management methodologies.,
