If you’re passionate about innovation and love working in an environment where you can constantly improve and adopt new technologies to drive business results, then Nationwide’s Information Technology team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.
This role will work a hybrid schedule coming into the Des Moines, Iowa (preferred) or Columbus, Ohio office 3 days per week (Wednesdays, Thursdays, + 1 other day).
Position hours are 8:30 am CT – 5:30 pm CT
Position will have on call expectations both after hours and on holidays on a rotational basis

JOB DESCRIPTION SUMMARY

If you’re enthusiastic about delivering secure technology solutions to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Nationwide’s industry-leading technology workforce embraces an agile work environment and a collaborative culture to deliver outstanding solutions and results. If that sounds like something you aspire to, we want to hear from you!
As a Technology Services Supervisor, you will own end-to-end service lifecycle and delivery and lead a team involved in the support of these services. This includes defining, managing, and delivering services in support of technology capabilities as well as responding and driving continuous service improvement of customer experiences.
You’ll collaborate with individuals across many internal professional roles, as well as third-party vendors. You will also provide end-to-end service experience which requires maintaining the current state; measuring delivery expectations and satisfactions; and driving maturity.

JOB DESCRIPTION

Key Responsibilities:

• Supervises a team accountable for driving key performance indicators through efficient services management, expense management and increasing value of Nationwide Technology.
• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Supervises associates knowledge and understanding of business domains, industry trends and services.
• Leads a team providing technical support to diagnose, analyze, research, and resolve sophisticated technology issues for internal users and agents.
• Ensures alignment to best practices.
• Assigns and allocates staffing, in partnership with Workforce Management, based on required service levels and support.
• Leads all activities associated with defining, developing, measuring, running, and maturing services and continuous improvement recommendations.
• Supervises a team that coordinates and facilitates ITSM and applicable processes.
• Executes services to improve the customer experience and drives collaboration with user advocates to identify/exploit opportunities and alignments to actively manage expectations and monitor satisfaction levels and service adoption.
• Guides the team’s skill development and maturity that improves and provides effective customer focused services.
• Makes decisions, based on data, by delivering metrics, analyzing data to identify trends, and isolating opportunities for Service Management continuous improvement.
• Participation in pivotal initiatives across Technology to represent and modify services accordingly to best measure and manage against changing technologies.
• Partners with Procurement and vendors to ensure expectations and contractual obligations are met.
• Serves as escalation contact for team during normal business hours and non-standard hours, depending on team shift structure.
• Manages associates through guidance and support on the execution of work. Provides performance management, salary planning, training, system access, development, workforce planning, hiring and disciplinary actions. Attracts, hires, engages, and develops the team through impactful recruitment, coaching and feedback.

May perform other responsibilities as assigned.
Reporting Relationships: Reports to Director, Technology Services Manager; leads a team of three or more Technology professionals.

TYPICAL SKILLS AND EXPERIENCES:

Education: Undergraduate studies in computer science, management information systems or a related field is strongly preferred.
License/Certification/Designation: Technology certifications or designation are not required, but encouraged (i.e.: AWS, Azure, scripting and development languages, delivery methods, security, network, ITIL Service Management).
Experience: Experience leading multiple teams and assets across various technology platforms. Three years of management supervisory experience is preferred. Experience with concepts and solutions: IaaS, PaaS, SaaS, and package solutions are a plus.
Knowledge, Abilities and Skills: Demonstrated knowledge of service management and budgeting and financial analysis concepts and techniques. Strong desire to lead a staff. Must have strong analytical and decision-making skills, possess interpersonal savvy and well-developed leadership and negotiation abilities. Must be able to perform financial and risk analysis. Strong verbal and written communication skills to interact with all levels of associates, senior management, and vendors.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the hiring manager’s leader and Human Resource Business Partner.
Values: Regularly and consistently demonstrates Nationwide Values.

TECHNOLOGY SERVICE DESK SUPERVISOR RESPONSIBILITIES INCLUDE:

• Leading a team of Technology Services Advisors handling inbound contacts from 25K associates/contractors; 100K insurance agents throughout the country across multiple interaction channels
• Demonstrating the ability to lead teams and effectively manage daily operations of TSD including floor monitoring, service interruption management and escalations
• Answering analyst’s questions, guiding through difficult calls or issues, diffusing situations, or handling issues that cannot be fielded by analysts
• Continual focus on analyst engagement and development
• Promoting Zero Trust Security mindset
• Establish and communicate analyst metric goals and regularly provide feedback and coach analysts on performance
• Conduct regular performance reviews and provide coaching and feedback.
• Schedule and manage staffing to ensure adequate coverage and adherence to SLAs.
• Identify trends and areas for improvement in customer interactions and technical troubleshooting.
• Recommend and implement process enhancements to improve efficiency and service quality.
• Understanding Workforce Management processes and systems (IEX, Genesys, etc.)
• Assisting Nationwide Technology by identifying and reporting trends impacting end users
• Position will have on call expectations both after hours and on holidays on a rotational basis
• With multiple shifts within TSD, this position hours are 8:30 am CT – 5:30 pm CT

Key Responsibilities:

• Supervises a team accountable for driving key performance indicators through efficient services management, expense management and increasing value of Nationwide Technology.
• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Supervises associates knowledge and understanding of business domains, industry trends and services.
• Leads a team providing technical support to diagnose, analyze, research, and resolve sophisticated technology issues for internal users and agents.
• Ensures alignment to best practices.
• Assigns and allocates staffing, in partnership with Workforce Management, based on required service levels and support.
• Leads all activities associated with defining, developing, measuring, running, and maturing services and continuous improvement recommendations.
• Supervises a team that coordinates and facilitates ITSM and applicable processes.
• Executes services to improve the customer experience and drives collaboration with user advocates to identify/exploit opportunities and alignments to actively manage expectations and monitor satisfaction levels and service adoption.
• Guides the team’s skill development and maturity that improves and provides effective customer focused services.
• Makes decisions, based on data, by delivering metrics, analyzing data to identify trends, and isolating opportunities for Service Management continuous improvement.
• Participation in pivotal initiatives across Technology to represent and modify services accordingly to best measure and manage against changing technologies.
• Partners with Procurement and vendors to ensure expectations and contractual obligations are met.
• Serves as escalation contact for team during normal business hours and non-standard hours, depending on team shift structure.
• Manages associates through guidance and support on the execution of work. Provides performance management, salary planning, training, system access, development, workforce planning, hiring and disciplinary actions. Attracts, hires, engages, and develops the team through impactful recruitment, coaching and feedback