Supervisor, Technology Services Leader

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

Background: 

• Operation is 24x6, Monday through Friday 6:00 am ET - 9:30 ET pm normal coverage, starting times range from 6:00 am ET - 1:00 pm ET, starting every half hour, 1:00 pm ET - 9:30 pm ET last shift (including most holidays)

• Basic Break fix/Troubleshooting: password, network, connectivity, HW/SW, mobile apps, printers, application errors, VPN, etc.

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

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. 

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