Supervisor, Technology Services Leader at Nationwide

Des Moines, Iowa, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Insurance, Information TechnologyIndustries

Requirements

Passion for innovation and adopting new technologies to drive business results
Ability to work hybrid schedule: 3 days per week in Des Moines, Iowa (preferred) or Columbus, Ohio office (Wednesdays, Thursdays + 1 other day)
Availability for position hours: 8:30 am CT – 5:30 pm CT
On-call expectations after hours and on holidays on a rotational basis
Understanding of 24x6 operation with shifts from 6:00 am ET - 9:30 pm ET
Knowledge of basic break-fix/troubleshooting (password, network, connectivity, HW/SW, mobile apps, printers, application errors, VPN, etc.)
Demonstrated ability to lead teams and manage daily operations including floor monitoring, service interruption management, and escalations
Understanding of Workforce Management processes and systems (IEX, Genesys, etc.)
Enthusiasm for delivering secure technology solutions

Responsibilities

Leading a team of Technology Services Advisors handling inbound contacts from 25K associates/contractors and 100K insurance agents across multiple interaction channels
Answering analysts’ questions, guiding through difficult calls or issues, diffusing situations, or handling issues that cannot be fielded by analysts
Focusing on analyst engagement and development
Promoting Zero Trust Security mindset
Establishing and communicating analyst metric goals, providing regular feedback, and coaching on performance
Conducting regular performance reviews, providing coaching and feedback
Scheduling and managing staffing to ensure adequate coverage and adherence to SLAs
Identifying trends and areas for improvement in customer interactions and technical troubleshooting
Recommending and implementing process enhancements to improve efficiency and service quality
Assisting Nationwide Technology by identifying and reporting trends impacting end users
Owning end-to-end service lifecycle and delivery, including defining, managing, and delivering services in support of technology capabilities
Responding to and driving continuous service improvement of customer experiences
Collaborating with individuals across internal professional roles and third-party vendors
Maintaining current state, measuring delivery expectations and satisfactions, and driving maturity
Supervising a team accountable for driving key performance indicators through efficient services management, expense management, and increasing value of Nationwide Technology
Applying secure software and systems engineering practices throughout the delivery lifecycle to protect data and technology solutions from threats and vulnerabilities

Skills

Key technologies and capabilities for this role

Team LeadershipService Desk ManagementTroubleshootingZero Trust SecurityEscalation HandlingPerformance CoachingStaff SchedulingNetwork ConnectivityVPN SupportHardware TroubleshootingSoftware SupportMobile Apps SupportPrinter Support

Questions & Answers

Common questions about this position

What is the work schedule and location for this role?

This role follows a hybrid schedule requiring presence in the Des Moines, Iowa (preferred) or Columbus, Ohio office 3 days per week (Wednesdays, Thursdays, + 1 other day), with hours from 8:30 am CT – 5:30 pm CT. There are on-call expectations after hours and on holidays on a rotational basis.

What are the main responsibilities of the Technology Service Desk Supervisor?

Responsibilities include leading a team handling inbound contacts, managing daily operations like floor monitoring and escalations, coaching analysts, conducting performance reviews, scheduling staffing, identifying trends, and promoting a Zero Trust Security mindset.

What leadership and management skills are needed for this position?

The role requires skills in leading teams, managing daily operations, analyst engagement and development, performance coaching, scheduling, and understanding Workforce Management processes like IEX and Genesys.

What is the company culture like at Nationwide Technology?

Nationwide Technology features an agile work environment, collaborative culture, passion for innovation, constant improvement with new technologies, and a customer-centered focus on delivering extraordinary care.

What makes a strong candidate for this supervisor role?

Strong candidates demonstrate leadership in managing service desk teams, experience with troubleshooting and escalations, focus on analyst development and performance coaching, and familiarity with security mindsets like Zero Trust.

Nationwide

Provides insurance and financial services

About Nationwide

Nationwide provides insurance and financial services to individuals and businesses across the United States. Their product offerings include auto, home, life, and commercial insurance, as well as retirement and investment solutions. The company operates by underwriting insurance policies and managing investment portfolios, earning revenue through premiums, investment income, and fees for financial services. What sets Nationwide apart from its competitors is its focus on leveraging technology to improve claims processing and policy management, along with its commitment to customer service. Additionally, Nationwide partners with organizations to offer financial education resources, particularly for retirees, aiming to ensure financial security and protect the futures of its clients.

Columbus, OhioHeadquarters

1925Year Founded

$769.7MTotal Funding

N/ACompany Stage

Consulting, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Paid Vacation

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Risks

Competition from insurtech startups like Nexar may challenge Nationwide's market share.

AI-driven platforms like Planck could disrupt traditional insurance models.

Partnerships with AI firms may require significant tech investment and integration efforts.

Differentiation

Nationwide invests in tech-driven platforms like YellowBird and Betterview to enhance services.

Partnership with CLARA Analytics shows Nationwide's focus on AI for operational efficiency.

Collaboration with Funding Circle highlights Nationwide's support for small business growth.

Upsides

Nationwide's $56M loan to Whitestone REIT diversifies its investment portfolio.

Investments in AI and tech platforms could streamline operations and reduce costs.

Supporting small businesses may expand Nationwide's customer base and strengthen relationships.

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