Director Technology Support & Operations

Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible.
 

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong. 

PURPOSE OF THE JOB

The purpose of the Director of Technology Support and Operations is to oversee the streamlined operation of the Technology Support and Operations department and ensure alignment with the business objectives of the organization. The position exists to support the critical IT functions including the Service Desk, End-User Support, Service Management and Application Operations to improve service delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provides day-to-day operational leadership to multiple divisions.

• Develops and executes a strategic vision for IT support and operations, aligning with organizational goals.

• Builds and leads high-performing teams responsible for Service Desk, Support, Service Management and Application Operations.

• Drives the adoption of the ITIL framework to standardize processes and improve service delivery.

• Develops and reviews budgets for and from IT department divisions and ensures they comply with stated goals, guidelines, and objectives.

• Reviews performance of IT systems to determine operating costs, productivity levels, and upgrade requirements.

• Benchmarks, analyzes reports on, and makes recommendations for improvement of department operations.

• Oversees the stability, availability, and performance of critical business applications.

• Establishes and monitors KPIs, service level agreements, and performance metrics to assess service effectiveness and drive continual improvement.

• Promotes a customer-first approach, enhancing user experience and satisfaction.

• Oversees and continuously improves IT service management processes.

• Collaborates with development, infrastructure, and vendor teams to support application lifecycle management.

• Identifies and implements process automation opportunities to improve efficiency.

• Stays abreast of industry trends and emerging technologies to enhance IT support and operations.

• Establishes and maintains strong relationships with vendors and service providers, negotiating contracts and ensuring service quality.

Develops and leads a team of IT Professionals.

• Provides strategic, tactical, and daily direction to IT team.  Communicates Mission, Values, and other organization operating principles to direct and indirect reports.

• Establishes and maintains the overall work cadence and, in partnership with IT Department leadership, ensures performance and outcomes strive for excellence in delivery and customer experience.  Ensures that the entire department is engaged and that leadership practices encourage development, recognition, and retention.

• Establishes and holds managers accountable to and adheres to hiring criteria, on-boarding, and training requirements for incoming staff.

• Oversees the performance management and development process for the team and performs performance management duties, development planning, and coaching for direct reports. 

• Acts as a resource for Department leaders and team members to answer questions and solve complex problems.

• Manages Department budget, technology and other resources, workload, and customer requests for Department services.  Ensures adherence to all Company policies and procedures and Compliance responsibilities.

• Ensures data quality, adherence to IT security guidelines, profitability and other risk-related metrics for self and members of the team.

SUPERVISORY RESPONISBILITIES

Directly supervises employees within the IT team and carries out supervisory responsibilities in accordance with company policies and applicable laws. These responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; cond