OVERVIEW

Protecting our policyholders’ dreams, passions, and livelihoods has a direct impact on the communities we serve. We work towards excellence, conduct ourselves with high integrity, and take our work seriously, but not ourselves. Small Details. Big Difference. Find out how you can make a difference with a career at Society.
Society Insurance is seeking an experienced IT End User Experience Lead to join our IT team. This role is responsible for overseeing the provisioning of hardware and software to end users, while also ensuring timely and effective support through the service desk and, when necessary, engineering teams. The IT End User Experience Lead investigates and resolves hardware and software issues to maintain optimal performance of computers, applications, and peripheral equipment across the organization. In addition, this role leads the “End User Experience Pillar,” bringing together engineering and service desk functions to support and enhance business technology solutions. The ideal candidate will drive the continuous improvement of people, processes, and technology to elevate the overall end-user experience.

About You

• You communicate clearly, concisely, and with purpose
• You remain calm under pressure and approach conflict with a constructive mindset
• You take pride in developing and mentoring others to help them grow
• You are goal-oriented and consistently exceed expectations
• You are service-driven, with a commitment to meeting customer needs
• You prioritize quality and are continuously seeking ways to improve processes
• You are highly organized and excel at managing your tim

• Provides leadership and manages resources to build a cohesive agile team that leverages the full potential of the resources and technology available to them. Facilitates cross-training, employee development, and employee knowledge transfer to meet business needs.
• Monitors the service desk and Service Level Agreements (SLA’s) through empirical data and customer surveys to drive improvement and drives business communication of issue status.
• Proactively monitors and evaluates assigned systems; documents system performance; and offers recommendations for upgrades or changes where appropriate.
• Collaborates with other Infrastructure pillars to develop short- and long-term plans for system installations and upgrades.
• Monitors and mentors team members in the development of their assigned project deliverables and work results.
• Oversees and directs the efforts of End User Engineering and the Service Desk Team. Evolves the processes used for performing functions and assists the IT Manager in balancing work that should be done by the End User Experience pillar vs the other Infrastructure pillars.
• Works collaboratively with IT management to create a consistent work expectation level.
• Maintains staff by interviewing, selecting, and training employees.

About You

• You communicate clearly, concisely, and with purpose
• You remain calm under pressure and approach conflict with a constructive mindset
• You take pride in developing and mentoring others to help them grow
• You are goal-oriented and consistently exceed expectations
• You are service-driven, with a commitment to meeting customer needs
• You prioritize quality and are continuously seeking ways to improve processes
• You are highly organized and excel at managing your time