September 06, 2023

IT- Service Desk Manager

Locations: Baton Rouge, LA; Cedar Rapids, IA; Des Moines, IA; Rosemont/Chicago, IL

Kuvare is a growth-oriented insurance platform that delivers diversified annuities, life insurance, and supplemental products to the middle-income and mass-affluent consumer segments through its acquisition-led growth strategy. Kuvare provides proven capabilities, strategic support, substantial resources, and patient capital to help insurance companies pursue and achieve sustainable growth opportunities. With its patient capital, Kuvare targets differentiated annuity and life insurance companies to bring into its family of brands.


The Service Desk Manager will lead the IT service desk team that provides technical support to end users across multiple locations. This role oversees the service desk technicians and is responsible for recruiting, training, supporting, and managing the team to deliver excellent IT support services. The Service Desk Manager will work closely with other IT departments to facilitate service delivery and meet business needs. They will manage user requests, monitor systems health, oversee hardware/software deployment, and ensure adherence to IT compliance policies and SLAs. This role will focus on process improvements, building automations, and developing the service desk team.

Duties and Responsibilities

  • Manage the recruitment, training, support, and direct supervision of the service desk team across multiple locations.
  • Oversee the receipt, prioritization, assignment, response, and resolution of help desk tickets and support requests via various channels (email, phone, chat etc.)
  • Ensure prompt and effective troubleshooting and resolution of end user technical issues related to hardware, software, and cloud services.
  • Manage IT facilities, assets, inventory, and lifecycle management of desktops, laptops, office equipment etc.
  • Oversee onboarding and offboarding activities
  • Manage users, systems, and identity in Active Directory and cloud environments
  • Monitor systems health, conduct triage, and remedy problems to optimize performance
  • Oversee L1/L2 application support
  • Develop SLAs and ensure adherence to meet business objectives
  • Collaborate with infrastructure and security teams to meet IT compliance needs
  • Manage vendor relationships critical to service delivery
  • Implement process improvements and automations to optimize service desk efficiency
  • Produce operational reports, analyze trends, and recommend enhancements
  • Develop, manage, and monitor the service desk budget
  • Hire, train, and mentor service desk staff to ensure technical proficiency and customer service skills


  • Bachelor's degree in Information Systems, Computer Science or related field
  • 5+ years managing a service desk or relevant technical support experience.
  • Experience in financial services or regulated industry preferred
  • Knowledge of ITIL, ISO 27001 or similar frameworks
  • MCP/MCSA/MCSE certification or equivalent education/experience
  • Expert knowledge of Windows / Active Directory and Office 365 environment
  • Proficient knowledge of MacOS and corporate administration
  • Knowledge of Azure Cloud, Cloud Concepts and Virtual Desktop management
  • Strong technical expertise supporting desktops, laptops, networks, hardware etc.

Kuvare company is an equal opportunity employer that makes hiring decisions based on merit, qualifications, and the business need. We are dedicated to a policy of nondiscrimination in employment on any basis including age, sex, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability that does not prohibit performance of essential job functions. We encourage all qualified candidates to apply.

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