Second Level IT Service Desk Manager

Sun 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. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

Second Level Service Desk Manager

This role is ideal for an experienced people leader who thrives in a fastpaced environment, enjoys developing highperforming teams, and is passionate about delivering excellent customer service.

The Second Level Service Desk Manager is responsible for leading and managing a team of Second level Service Desk Agents to deliver highquality technical support while consistently meeting service level commitments. This role oversees the daytoday operation of second level Service Desk support and plays a key role in continuous improvement, people development, and operational excellence.

Key Responsibilities

People Leadership & Team Management

• Lead, coach, and develop a team of Second Level Service Desk Agents in a highperformance environment. Working extremely close with the First level Service desk team and Manager
• Foster strong employee engagement and maintain high levels of team morale
• Provide ongoing coaching, feedback, and performance management
• Partner with senior leadership and training teams to develop capability and career progression plans
• Ensure effective staffing levels, including scheduling, vacation planning, and absence coverage.
• Manage the IT working relationship with the IT teams of multiple business partnership organisation (BPOs)

Service Desk Operations

• Oversee the daytoday operation of the second level Service Desk
• Ensure all incidents and service requests are accurately logged, tracked, and resolved
• Monitor and manage SLA performance and service quality
• Provide timely, accurate communication to customers and stakeholders regarding incident status
• Act as escalation support for complex or highimpact issues
• Provide handson escalated Service Desk support when required

End User Equipment Management

• Manage end user equipment inventory, life cycle, and break fix resolution
• Manage end user software escalated support, inventory, licencing, and life cycle

Process, Reporting & Continuous Improvement

• Produce and distribute daily monthly and yearly operational reports and performance metrics
• Oversee all messaging to users that come from the Service desk
• Support and dotted line reporting for the Major Incident Management program (MIMs)
• Conduct trend analysis to identify recurring issues and improvement opportunities
• Lead continuous improvement initiatives and support the introduction of new services
• Ensure adherence to internal standards, customer quality requirements, and compliance expectations

Required Qualifications

• IT or Business degree, or equivalent experience
• Minimum 2 years of people management experience, ideally in a Service Desk or operations environment
• Strong customer service orientation with a proven record of delivering results
• ITIL Foundation certification preferred (ITIL v3 or later)
• Strone skills and experience with Office 365 applications , particularly Excel
• Technical certifications (e.g., Contia A+, Network, or Core, etc ) considered a differentiator

Experience & Skills

Operational & Technical

• Experience supporting a multichannel environment (phone, chat, and email)
• Strong technical aptitude with the ability to quickly learn and troubleshoot issues
• Comfortable working in a fastpaced, performancedriven environment

Leadership & Accountability

• Demonstrates ownership and accountability for team and business outcomes
• Actively observes work as it happens and uses insight to drive improvement
• Sets clear expectations, holds people accountable, and supports stretch objectives
• Empowers teams to make decisions at the point of work

Customer Focus

• Brings a customerfirst mindset to all interactions
• Demonstrates responsiveness, reliability, and professionalism under pressure

Continuous Improvement & Results Orientation

• Energetic, actionoriented, and focused on outcomes
• Views mistakes as learning opportunities
• Actively seeks opportunities to improve processes, performance, and service quality

Talent Development

• Builds strong teams through thoughtful hiring, coaching, and development
• Provides timely, balanced feedback
• Recognizes and rewards individual and team contributions
• Leverages team strengths and shares resources effectively

Essential Skills & Attributes

• Strong people leadership and teambuilding capabilities
• Excellent communication and stakeholder management skills
• Decisive, adaptable, and highly organized
• Able to manage multiple priorities and solve problems creatively
• Selfmotivated with the ability to inspire and motivate others

Salary Range: $70,300 - $105,500

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.comto request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.