Senior Support Manager

Role Overview

• You will lead the day-to-day operations of our DWX support function — incident response, escalation management, service quality, and team performance.
• You'll be the face of DWX to the business: the person executives call when something matters, and the person they trust to get it right.
• You'll set the standard for what "elite service" looks like, then build the team, processes, and metrics to deliver it consistently across a regulated, fast-moving environment.
• You'll drive effective problem management and partner on engineering processes wherever needed to ensure operational excellence and resilience.
• That means turning recurring incidents into permanent fixes, championing root-cause discipline over symptom-chasing, and embedding the kind of post-incident learning that compounds over time.
• When patterns emerge, you'll work cross-functionally to engineer them out — not just route around them.
• You'll be a connector across the technology organization, working hand-in-hand with Operations Engineering, Product Management, and Business Technology to align support outcomes with platform roadmaps, product priorities, and business strategy.
• You'll be the leader who can sit with an L&A operations head, understand how policy administration and claims workflows actually drive the P&L, and translate that understanding into service decisions that protect the core competency of the business.

Requirements

• You've spent 8+ years in IT support or service delivery leadership, ideally within L&A, insurance, or financial services — environments where regulatory scrutiny is high and downtime carries real consequences.
• You've managed teams of 15+ and have scaled support functions through growth, M&A, or transformation.
• You're fluent in modern DWX: endpoint management, identity, collaboration platforms, ITSM (ServiceNow or equivalent), and the metrics that actually predict client satisfaction.
• You bring genuine depth in problem management — not just ticket triage — and you know how to partner with engineering teams to deliver durable fixes, not just faster workarounds.
• You understand that SLAs are table stakes; what wins trust is responsiveness, ownership, communication when things go wrong, and a relentless focus on making sure the same thing doesn't go wrong twice.
• You're equally comfortable in a boardroom and a war room.
• You can de-escalate a frustrated executive, coach a junior analyst through a P1, and present a quarterly service review that earns nods instead of pushback.
• You lead with empathy, hire with rigor, and hold a high bar without burning people out.
• Above all, you're curious about the business. You ask why before you ask how.
• You want to understand what makes L&A different from asset management, why a quarter-end close matters, and what an advisor actually needs at 7:45 AM on a Monday — because that's the difference between competent support and the elite service our clients deserve.

Tech Stack

• ITSM
• ServiceNow

Benefits

• Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package.
• Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.
• Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.
• All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
• Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.