Sun Life · 19 hours ago
Service Desk Manager
Milwaukee, Wisconsin
Full-time
Hybrid
Mid, Senior Level
$70K/yr - $106K/yr
3+ years expSun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. The Service Desk Manager will provide hands-on leadership for the IT Service Desk, overseeing a team and ensuring high-quality end-user support and effective incident management.
FinanceFinancial ServicesInsurance
Responsibilities
Lead and manage a blended IT Service Desk team including internal staff and third‑party service providers
Maintain appropriate staffing levels and scheduling to support published hours of operation
Host daily IT operations discussions and ensure timely follow-up on risks and issues
Foster a culture of collaboration, development, and accountability
Monitor and drive adherence to service level agreements (SLAs) and operational performance targets
Provide daily oversight across IT service delivery queues and act as the first point of escalation for service issues
Deliver comprehensive operational and performance reporting (weekly, monthly, and periodic rollups) using defined KPIs and metrics
Ensure effective end-user support throughout the employee lifecycle, including onboarding and offboarding
Oversee incident and request intake, prioritization, backlog management, and escalation processes
Own Service Desk documentation, knowledge management, and standard operating procedures
Manage end-user equipment inventory from procurement through disposal
Ensure timely, accurate communication of planned and unplanned IT service interruptions
Support the development and ongoing maturity of the wider team
Identify and implement continuous improvement and process optimization opportunities
Contribute to service desk strategy and long-term operational excellence
Qualification
Required
Bachelor's degree in computer science, Information Technology, or equivalent experience in a similar role
3+ years of experience in IT Operations or Service Desk leadership
Proven experience managing teams of 5+ support professionals, including remote and hybrid team members
Hands-on experience managing ServiceNow in an enterprise environment
Strong analytical skills with proficiency in Microsoft Excel for reporting and performance analysis
Excellent written and verbal communication skills
Strong leadership, organizational, and problem-solving abilities
Broad technical understanding of IT operations and end-user support
Demonstrated commitment to customer service and service excellence
Preferred
ITIL Foundation certification (v4 preferred; v3 acceptable)
Experience with modern call centre technology including Amazon Connect, Data Analytics e.g. Tableau/QuickSights and GenAI Chatbots
Benefits
Generous vacation and sick time
Market-leading paid family, parental and adoption leave
Medical coverage
Company paid life and AD&D insurance
Disability programs
Partially paid sabbatical program
401(k) employer match
Stock purchase options
Employer-funded retirement account
Company
Sun Life
Sun Life is a leading financial services organization dedicated to helping people achieve lifetime financial security and live healthier lives.
10001+ employees
H1B Sponsorship
Sun Life has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (27)
2023 (18)
2022 (18)
2021 (12)
2020 (13)
Funding
Current Stage
Public CompanyTotal Funding
$1.05B2024-05-13Post Ipo Debt· $548.79M
2023-07-04Post Ipo Debt· $500M
2000-03-24IPO
Leadership Team
Kevin Strain
President & CEO
Luc Nhon Ly
Chief Executive Officer
Recent News
2025-12-02
MarketScreener
2025-12-02
South China Morning Post
2025-11-27
Company data provided by crunchbase