Endurance It Services Jobs in Usa

Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a \"small company\" culture where your ideas will be heard with \"big company\" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best.

Our enterprise P&C IT organization is on a mission to accelerate the Great American strategy and empower the many Business Units and Shared Services with the appropriate technology, data, and applications to enable their business objectives and plans. We are looking to hire an IT Customer Engagement Lead who is a leader in our enterprise IT Organization and a strategic partner to one or more of our Divisions.

As the strategic partner, you will be responsible for building relationships and partnering with our business customers to understand their business needs and challenges as well as define the capabilities, technology strategy, and target IT operating models to accelerate their business strategies and go to market plans.

P&C IT Services is looking for a Customer Engagement Leader to join their team. The level for this position will be based on the candidate's experience.

This individual will work a hybrid schedule out of the Cincinnati office.

If you have a passion for building relationships, helping companies win with technology, and staying current with industry trends, then read further this is the role for you!

Customer Relationship Management Helps blur the lines between business and technology

• Establishes the appropriate IT / Business engagement model and corresponding set of IT services aligned to a Divisions business model. This position will act as a mini CIO for these groups.
• Develops relationships with key business stakeholders to understand their business strategies, needs, and challenges
• Gathers information on the business and technology objectives for business units, identifies customer needs and creates a shared technology plan to support business outcomes
• Ensures the customer is positioned best on technology AND data to support current and future needs

Technology Strategy Influences, provide options for the BU to win with technology and data

• Gathers and communicates market research on insurance and technology trends that is relevant to our business customers
• Participates in business strategy conversations helping define opportunities/ options to leverage technology and data to run, transform, or grow their businesses
• Drives conversations with customers to define and influence the business capabilities, digital experiences, and new ways of working to enable business objectives
• Develops a multi-year BU technology strategy and investment roadmap to address strategic outcomes and drive customer success for the short and long term
• Helps define the target IT operating model and specific business unit technology strategies and transformation for digital, automation, data, analytics, application modernization as needed
• Drives the business case for change and portfolio of initiatives and technology investment(s) aligned to business priorities

Delivery Execution & Support - Advocates for the BU and ensures no surprises

• Make sure customer needs are being met and understood by each department in the company from strategy to execution; knows which IT teams/resources to bring to the table and when
• Collaborates with internal IT teams to identify options to leverage technology and data to enable business drivers for a Division around easy of doing business, new revenue, operational efficiencies, and improved decision making through the use of data and analytics
• Partners with IT Delivery Managers, Enterprise Architects, and business stakeholders on developing the \"OneTeam\" delivery model playbook for success including the CSAT outcomes, team structure, roles, etc. across all initiatives for a particular business unit
• Serves as a point of escalation to manage risks and concerns back to the customer across all portfolio's of work for the business unit
• Partners with business and technical teams to gather feedback on the health of the relationship and quality of delivery of IT services
• Drives strategies and recommendations on strategies to drive adoption and continuous improvement opportunities for IT applications and assets

• A minimum of 15 years of related experience required
  • Prior experience within the P&C industry with deep knowledge Insurance domain expertise, a deep knowledge of various insurance functions across the value chain.
  • Strong level of technology expertise/breath (digital, automation, application modernization, data, analytics, etc.)
  • Strong experience building relationships (trust) and managing stakeholder expectations from strategy to planning and execution; including abilities to create win-win partnerships, with a strong understanding of give and take
  • Prior experience consulting skills or experience facilitating business and technology strategies; Ability to see the big picture and plan out steps to achieve it.
  • Ability to influence change, energize business and technical teams and foster buy in at all levels
  • Experience with navigating organizations and driving alignment and urgency across cross functional teams
  • Prior experience driving business transformation and organizational change
  • Prior experience leading complex and large-scale technology initiatives and engagements
• Genuine curiosity and passion for all things technology to apply the industry trends into the business
• Strong communication skills: verbal, written, listening to various levels across the organization
• Strong Problem Solving and results orientation/ execution skills - Takes ownership in tasks and projects seeing them through to completion. Ability to handle complex and ambiguous situations.
• Bachelor's or advanced degree preferred

Business Unit: Property & Casualty IT Services

Salary Range: $155,600.00 -$208,400.00

We offer competitive benefits packages for full-time and part-time employees*. Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement. Full-time and eligible part-time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.

Compensation varies by role, level, and location and is influenced by skills, experience, and business needs. Your recruiter will provide details about benefits and specific compensation ranges during the hiring process.

Position Summary:

The Service Desk Technician has primary responsibility to provide desktop support for a broad range of technologies and end-users across multiple areas of the business. This role responds to reported incidents, problems and requests with accuracy and in a timely fashion. The Service Desk Technician is responsible for answering IT requests via phone or email and provide solutions by explaining resolutions clearly and concisely to internal customers. This role will be working on-siteat our Home Office in Massillon, OH.

Essential Functions

·        Provide first level technical support for store and home office personnel.

·        Provide Workstation/Laptop support for store and home office personnel.

·        Provide hardware support for stores and home office personnel (including but not limited to desktops, laptops, peripherals, multi-function printers, VoIP phones, tablets, and smartphones).

·        Provide software support for critical and non-critical business applications for store and home office personnel.

·        Provide user account support including provisioning, deprovision, and maintenance for network and application systems.  

·        Communicate with software/hardware vendors to resolve more complex issues.

·        Track software/hardware licensing and support in IT Asset Management solution.

·        Document and record all issues in IT Service Management solution (ITSM).

·        Escalate complex issues to senior technicians or system administrators as needed.

·        Create, follow, and maintain detailed standard IT operating procedures to ensure efficient and repeatable processes.

·        Assist with IT projects and objectives as needed.

Key Competencies:

·        Proficient using Microsoft Windows 11 as day-to-day Operating System.

·        Familiarity with common line of business applications (Teams, Outlook, Word, Excel, Adobe).

·        Familiarity with managing computers, users, and groups using Microsoft Active Directory and Office 365

·        Basic understanding of core computer network fundamentals (TCP/IP, OSI model, switching, routing, firewalls).

·        Basic Computer Hardware/Software troubleshooting skills

·        Excellent customer service and interpersonal skills.

·        Excellent organizational skills.

·        Strong oral and written communication skills (technical and non-technical).

·        Ability to collaborate in a team environment and maintain a positive attitude.

·        Ability to travel occasionally for up to 3 hours as required to retail store locations (reliable transportation required).

·        Ability to respond to store and home office personnel after-hour and weekend requests.

·        Motivation to learn new skills.

Education, Experience, and Certifications:

·        1-2 years of prior experience in IT support or service desk or help desk role preferred

·        Previous experience with Halo ITSM or equivalent Service Desk solution a plus

·        CompTIA A+ preferred

·        CompTIA Network+ preferred

A leading organization in its sector is confidentially seeking a talented and experienced Co-Director of End User Computing to join its team for a 6-month contract-to-hire role in a hybrid capacity in the Chicago area. This pivotal leadership position will share responsibility for overseeing all aspects of end-user support and services, managing a team of managers and their respective teams to ensure seamless IT service delivery across multiple locations. The ideal candidate will possess extensive experience in managing large-scale IT operations, particularly within the context of mergers and acquisitions, and will be instrumental in driving system integrations and standardizing operational procedures during a period of significant growth and transformation.

• Leadership: Provide strategic direction to the End User Computing team, overseeing managers to foster a culture of excellence and ensure effective end-user support.
• M&A Integration: Lead the integration of IT systems and processes following recent mergers, unifying platforms to create a cohesive IT environment.
• Operational Excellence: Develop and implement standard operating procedures (SOPs) and champion the use of the ITSM model and ServiceNow to optimize service delivery.
• Team Optimization: Regularly review and adjust team structure and roles to align with evolving business needs.
• Data-Driven Strategy: Use data and analytics to inform strategic decisions, measure performance, and present recommendations to leadership.
• Technical Oversight: Maintain a strong understanding of the technical environment, including the EPIC EMR system, and provide expert guidance to the team.

This role is onsite 3-4 days a week.

Company Description

National Technology Management (NTM) has been delivering AI-driven Managed IT and Cybersecurity solutions since 1997. With a focus on innovation, commitment, and excellence, NTM protects organizations against accelerating cyber threats through 24/7 managed cybersecurity and proactive threat detection. By utilizing AI-powered tools, automation, and streamlined solutions, NTM helps businesses elevate efficiency, drive revenue growth, and optimize technology performance while minimizing risk. Headquartered in Franklin, MI, NTM partners with multi-location businesses and compliance-focused industries that prioritize measurable outcomes and technological optimization.

Service Delivery Manager (SDM)

Reports To: Integrator / COO

Environment: Mid-Market / Enterprise MSP (Multi-client, SLA-driven operations)

Direct Reports: Service Desk Lead, Project Manager / Delivery Lead, Field Service Technicians

Position Summary

The Service Delivery Manager (SDM) is responsible for end-to-end IT service delivery across a mid-market/enterprise MSP environment. This role ensures consistent SLA performance, operational stability, and high-quality customer experience across all managed accounts.

The SDM acts as the primary operational owner of service health—balancing people leadership, escalation management, process discipline, and cross-functional coordination with engineering and project delivery teams.

A key expectation of this role is driving continuous optimization through automation, tooling, and AI enablement to improve efficiency, scalability, and service quality.

This is a highly visible leadership role requiring strong structure, calm decision-making, and the ability to drive accountability across technical and service teams.

Core Responsibilities

Service Delivery & SLA Performance

• Own day-to-day MSP service performance across all clients
• Monitor SLA adherence, ticket aging, backlog health, and service quality metrics
• Leverage dashboards, analytics, and AI-driven insights to proactively identify risks and trends
• Drive continuous optimization of service workflows to improve resolution speed and efficiency
• Serve as final escalation point for service-related issues

Customer Experience & Escalations

• Ensure consistent, predictable, high-quality customer experience
• Lead resolution of high-severity escalations with urgency and professionalism
• Utilize automation and knowledge systems to improve response consistency and speed
• Ensure all escalations are properly documented, resolved, and communicated
• Partner with Account Management on QBRs and strategic client reviews, incorporating service insights and improvement opportunities

Team Leadership & Accountability

• Lead and develop Service Desk, Field Technicians, and Project/Delivery resources
• Drive adoption of automation tools and AI-assisted workflows within the service team
• Conduct regular 1:1s, performance reviews, and coaching sessions
• Build a culture of accountability, continuous improvement, and operational excellence
• Enable teams to reduce manual effort through standardization and intelligent tooling

Operational Excellence, Automation & Process Governance

• Enforce SOPs, runbooks, security policies, and documentation standards
• Identify and eliminate inefficiencies through process optimization and automation
• Maintain PSA hygiene (time entry accuracy, ticket classification, billing integrity)
• Own service cadences including daily huddles and weekly operations reviews
• Continuously improve service delivery processes with a focus on scalability and repeatability
• Champion the use of AI and automation to reduce ticket volume, accelerate resolution, and improve consistency

Engineering & Cross-Functional Coordination

• Partner with Engineering leadership to ensure service stability and support alignment
• Collaborate on automation initiatives, platform optimization, and tool stack effectiveness
• Coordinate on incident response, platform health, and technical debt reduction
• Identify opportunities for AI, scripting, and workflow automation to improve service delivery efficiency
• Ensure engineering resources supporting service delivery are effectively prioritized

Onboarding & Project Oversight

• Ensure new client onboarding is consistent, predictable, and well-executed
• Incorporate automation and standardized processes into onboarding to reduce variability and risk
• Oversee Project/Delivery function to ensure:
• On-time implementation
• Clear communication
• Margin protection
• Minimal post-onboarding escalations
• Continuously refine onboarding to reduce manual effort and improve speed to steady state

Capacity, Optimization & Resource Planning

• Manage staffing levels and resource allocation across service teams
• Use data, forecasting, and automation to optimize resource utilization
• Proactively address workload imbalances and capacity constraints
• Improve efficiency through workload distribution, tooling, and process improvements
• Ensure service coverage aligns with SLA requirements and organizational growth

Key Performance Indicators (KPIs)

• SLA compliance rate
• Ticket backlog health & aging metrics
• Escalation frequency and resolution time
• Onboarding success rate
• Customer satisfaction (CSAT/NPS)
• PSA data accuracy and operational compliance
• Automation adoption rate and efficiency gains (e.g., reduced ticket volume, improved resolution time)

Ideal Candidate Profile

• Calm, structured leader who performs well under pressure
• Strong operational and process discipline mindset
• Data-driven decision maker with strong analytical instincts
• Experience driving automation, process optimization, and AI adoption in service environments
• Proven ability to lead technical and service delivery teams
• Excellent communicator and trust-builder with clients and internal teams
• Experienced in MSP, IT services, or enterprise IT operations environments

Job Description:

L1 Service Desk Analyst (5–6 Years Experience)

NOTE: Candidate must speak both English and Spanish

Resource required in Minneapolis who can travel if needed or at least once a week

Start- immediate

full time remote - with ability to travel if needed or can go to Sleepy Eye once a week.

Duration-1 year

Role Overview

• Act as the first point of contact for all IT-related incidents, service requests, and user inquiries

• Deliver high-quality, customer-focused support across enterprise IT environments

• Ensure first-call resolution wherever possible and effective escalation when required

Key Responsibilities

• Provide Level 1 technical support via phone, email, chat, and self-service portal

• Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool

• Troubleshoot issues related to:

o Windows and macOS end-user devices

o Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

o Active Directory (password resets, account unlocks, group access)

o VPN, network connectivity, Wi-Fi, and printer issues

• Perform initial diagnosis and resolution using knowledge articles and SOPs

• Escalate unresolved incidents to L2/L3 teams with accurate documentation

• Follow ITIL-based incident, request, and problem management processes

• Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT)

• Provide user communication and status updates throughout the ticket lifecycle

• Participate in shift handovers and knowledge sharing sessions

• Identify recurring issues and suggest improvements or automation opportunities

• Support new user onboarding/offboarding tasks as per SOPs

• Assist in major incident calls by handling communications and ticket updates

Technical Skills & Experience

• 5–6 years of experience in an Enterprise IT Service Desk / End User Support role

• Strong hands-on experience with:

o Windows 10/11 and macOS

o Microsoft 365 & Teams administration basics

o Active Directory and Azure AD fundamentals

o Basic networking concepts (DNS, DHCP, TCP/IP, VPN)

• Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar

• Familiarity with remote support tools and endpoint management solutions

• Exposure to VDI, MFA, and endpoint security tools is a plus

Process & Compliance

• Good understanding of ITIL v3 / ITIL 4 processes

• Adherence to security, compliance, and access control policies

• Experience working in SLA-driven, 24×7 or shift-based environments

NOTE: Candidate must speak both English and Spanish

Resource required in Minneapolis who can travel if needed or at least once a week

Start- immediate

full time remote - with ability to travel if needed or can go to Sleepy Eye once a week.

Duration-1 year

Service Desk Lead

Fairview, OR - Onsite

Hours: 5:30AM-2PM M-F

Role Overview

This position is responsible for providing daily technical assistance to employees throughout North America, serving as a bridge between the technology group and other areas of the organization. The main goal is to deliver excellent support for users, drive improvements, foster engagement across departments, and ensure technology initiatives are in line with organizational objectives.

Support duties cover hardware setup, software configuration, and user account tasks. Assistance with key business software (including specialized tools and various online platforms) is also required.

Acting as a point of contact between tech teams and other business units, this individual reviews support patterns, suggests enhancements, and encourages a reliable, customer-focused technology environment.

Key Responsibilities

System Oversight (30%)

• Maintain the platform for technical support requests, handling queue coordination, access control, uptime, and user interactions to provide outstanding IT support throughout the organization.
• Oversee internal collaboration, knowledge bases, and training tools related to technology.
• Ensure integration with other company software and systems.
• Maintain and monitor IT equipment and asset records.

Operational Support (30%)

• Deliver consistent, high-quality assistance to both local and remote team members.
• Develop clear guidelines for communication with staff and stakeholders.
• Address support requests and resolve incidents in accordance with organizational standards, working alongside other groups if necessary.
• Manage escalated issues and oversee workplace technology resources, licenses, and user records.
• Help develop and update documentation of available IT services.
• Follow industry best practices, organizational policies, and security protocols.

Reporting & Analysis (20%)

• Set up and maintain metrics and reporting methods for the helpdesk.
• Share regular updates on technical support performance, satisfaction levels, and issues with relevant parties.
• Track and analyze patterns in incidents and apply approaches to refine processes and boost efficiency.

Quality & Improvement (10%)

• Strive to ensure support is dependable and rooted in strong service principles.
• Spot areas for improved solutions, either by automating workflows or streamlining procedures.
• Document troubleshooting steps, educate colleagues as needed, and stay up-to-date on industry trends.

Leadership Support (10%)

• Assist with meetings, planning, budgeting, and resource allocation for the leadership team.
• Work with external vendors to enhance performance and participate in tech-related projects.

Requirements

Success in this role requires the ability to perform duties efficiently and safely while reflecting company values. Reasonable support is available for individuals needing accommodations.

• Bachelor’s degree in a relevant technical discipline or equivalent training/certification.
• At least three years’ experience in hands-on support or technical helpdesk roles within a structured environment.
• Industry certifications are preferred (e.g., Microsoft, CompTIA).
• Familiarity with ITIL concepts and practical experience in following these standards.
• Strong communication skills, both in writing and verbally, and confidence when working with users of different experience levels.
• Skills in Microsoft environments, office productivity platforms, networking basics, and core business software.
• Knowledge of analytical tools for reporting, dashboards, and measuring support effectiveness.
• Excellent troubleshooting and analytical abilities.
• Ability to research and resolve challenging technical problems.
• Quick to learn and adjust as technology and business needs change.
• Comfortable juggling multiple priorities, working independently, or within a team.
• Commitment to continuous improvement and customer service quality.

Work Environment

Work is mainly done in a comfortable, indoor office setting, with occasional visits to areas outside the office that may not be climate-controlled.

This is a full-time, on-site role, generally scheduled during regular business hours. Occasional overtime, evenings, weekends, or longer shifts may be requested to meet operational needs.

Travel to other workplaces in North America is rare but may be requested, requiring flexibility for both air and road journeys.

There may be times when deadlines are tight and priorities conflict; support from on-site leadership is offered, and situations should be managed professionally to meet objectives and maintain high standards of service.

DCI Donor Services (DCIDS) is looking for a dynamic and enthusiastic team member to join us to save lives!! Our mission at DCIDS is to save lives through organ donation and we want professionals on our team that will embrace this important work!! We are currently seeking a Customer Service and Distribution Manager. The Customer Service and Distribution Manager will serve as a member of the Tissue Bank’s management team with responsibility for managing customer relationships and delivering exceptional service. This role contributes to the Tissue Bank’s strategic objectives of revenue growth through the effective management of inventory, coordination of returns/transfers, production planning, order fulfillment, and contract management. It ensures DCI Donor Services remains in compliance with all regulatory guidelines with respect to management of tissue, and recruits, develops and retains talent to create a best-in-class Distribution organization

COMPANY OVERVIEW AND MISSION

For over four decades, DCI Donor Services has been a leader in working to end the transplant waiting list. Our unique approach to service allows for nationwide donation, transplantation, and distribution of organs and tissues while maintaining close ties to our local communities.

DCI Donor Services operates three organ procurement/tissue recovery organizations: New Mexico Donor Services, Sierra Donor Services, and Tennessee Donor Services. We also maximize the gift of life through the DCI Donor Services Tissue Bank and Sierra Donor Services Eye Bank.

Our performance is measured by the way we serve donor families and recipients. To be successful in this endeavor is our ultimate mission. By mobili

With the help of our employee-led strategy team, we will ensure that all communities feel welcome and safe with us because we are a model for fairness, belonging, and forward thinking.

Key responsibilities this position will perform include:

1. Ensures sales goals and budget objectives are met through fulfillment of customer orders and unsurpassed customer service. Creates and distributes inventory report to ensure customers in DCIDS’s donor service areas have first choice to available grafts. Communicates tissue availability to Distributors and Contract Partners as appropriate.
2. Determines appropriate “par” levels for tissue inventory to ensure DCIDS can provide appropriate service levels to its customers. Represents Distribution at Production Planning meetings, providing demand requirements based on sales forecasts and processing leads times.
3. Maintains a month-on-hand report to monitor and address low demand inventory. Acts as part of team to create programs/pricing or identify alternative outlets to ensure tissue is utilized. Communicates these programs to customers as appropriate.
4. Ensures that Distribution department is compliant with all regulatory requirements related to storing, shipping, returning or transferring human donated tissue. Has clear understanding of the Center for Biologics Evaluation and Research (CBER) regulations for HCT/Ps established in 21 CFR Parts 1270 and 1271. Supports Account Managers and Inside Sales Specialists with directions on handling tissue requirements in the field.
5. Manages sales agreements with client hospitals, group purchasing organizations (GPOs), distributors and others. Works with Director of Sales to discover requirements to win the contract. Leads negotiation of contract terms. Manages contracts to track renewal dates, alerting management team to any required action. Renegotiates terms as appropriate.
6. Supports Distributor relationships by monitoring distribution revenue, calculating commissions, and securing authorization for timely payment.
7. Monitors, reports and presents revenue results and tissue utilization to senior management, medical management and medical directors. Supports Sales team with Quarterly Territory Reviews reports.
8. Recruits, retains, and develops results driven Distribution team. Advises and counsels, assists, and directs activities to ensure ongoing high performance. Implements timely corrective action when necessary. Identifies training needs to ensure Customer Service Coordinators are proficient in inventory management, regulatory requirements, and interacting with clinical customers.
9. Recommends capital equipment and expense budgets. Reviews and approves expense reports and takes necessary steps to keep expenses within approved budgets and policies.
10. Performs other duties as assigned.

The ideal candidate will have:

• Associate’s Degree required/Bachelor’s Degree preferred in related field
• Minimum 5+ years of medical device, banked human tissue, or biotechnology sales/marketing experience
• CTBS required within first year of employment
• Working knowledge of computers and Microsoft Office applications to include Word, PowerPoint and Excel are required.
• Observes, listens to and talks with employees and others. Stands, sits, and walks. Reads and writes a variety of reports and documents. Travels to OPO and hospital facilities. Lifts up to 50 pounds.

We offer a competitive compensation package including:

• Up to 184 hours of PTO your first year
• Up to 72 hours of Sick Time your first year
• Two Medical Plans (your choice of a PPO or HDHP), Dental, and Vision Coverage
• 403(b) plan with matching contribution
• Company provided term life, AD&D, and long-term disability insurance
• Wellness Program
• Supplemental insurance benefits such as accident coverage and short-term disability
• Discounts on home/auto/renter/pet insurance
• Cell phone discounts through Verizon
• Monthly phone stipend

**New employees must have their first dose of the COVID-19 vaccine by their potential start date or be able to supply proof of vaccination.**

You will receive a confirmation e-mail upon successful submission of your application. The next step of the selection process will be to complete a video screening. Instructions to complete the video screening will be contained in the confirmation e-mail. Please note - you must complete the video screening within 5 days from submission of your application to be considered for the position.

DCIDS is an EOE/AA employer – M/F/Vet/Disability.

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