Senior Technology Support Manager

Job description

Slide Insurance - Fun. Innovation Driven. Fueled by Passion, Purpose and Technology. At Slide, you will not only be part of a successful team, but you will also be a part of our Slide Vibe/award winning culture where collaboration and innovation are expected, recognized and awarded! What you will be doing: - Manage enterprise-wide support operations for remote and on-site users, across Tier 1 (Help Desk) to Tier 3. - Establish and maintain SLAs, KPIs, and escalation protocols aligned with business-critical operations. - Oversee 24/7 or extended hours support models where required for claims or catastrophe events. - Drive continuous improvement of incident, request, and problem management processes. - Lead, coach and train team members, setting strategic priorities and execution expectations. - Regularly conduct effective and timely structured Progress & Growth Structured Dialogue sessions. - Recruit, retain, and develop talent to ensure continuity and bench strength. - Own and optimize the Fresh Service ITSM platform: ticket routing, SLA workflows, knowledge base, reporting. - Monitor and report performance metrics including backlog volume, resolution times, satisfaction scores, an...