What are the responsibilities and job description for the ServiceDesk IV position at SelectQuote?
Founded in 1985, SelectQuote provides solutions that help consumers protect their most valuable assets: their families, health and property. The company pioneered the model of providing unbiased comparisons from multiple, highly rated insurance companies allowing consumers to choose the policy and terms that best meet their unique needs. Two foundational pillars underpin SelectQuote’s success: a strong force of highly trained and skilled agents, who provide consultative needs analysis for every consumer, and proprietary technology that sources and routes high-quality leads. The company has three core business lines: SelectQuote Senior, SelectQuote Life and SelectQuote Auto and Home. SelectQuote Senior, the largest and fastest-growing business, serves the needs of a demographic that sees 10,000 people turn 65 each day with a range of Medicare Advantage and Medicare Supplement plans.
Job Summary:
The IT Technical Lead role is responsible for the day-to-day support of technology solutions at both the end-user and system architecture levels. This role will be the primary technical contact for at least one business line. This role will partner with business line leaders on new technologies to enhance technical functionality and efficiency.
Essential Technical Functions:
- Can perform all functions from Help Desk Level III
- Escalation contact for Helpdesk Levels I, II, & III
- Process & Procedure management
- Knowledge management for team
- Mentoring/Training for Helpdesk Levels I, II, & III
- System Administrator Level I
- Network Admin Level I
- Critical Situation point-of-contact
- Research on technology
- Existing expertise
- New technologies
Essential Lead Functions:
- Guidance and mentorship of lower tier helpdesk staff
- Relationship management
- Periodic meetings to discuss IT initiatives and feedback
- Roadmap with business line initiatives
- Consulting on technology
- First point-of-contact for business line inquiries
- Project management for IT Initiatives
- Business Analyst for business lines
Knowledge, Skills, and Abilities
- Expert level knowledge of business line technology solutions
- Moderate level knowledge of business line processes and workflow
- Can address escalation issues from inception through resolution
- Can address critical or systemic issue scenarios from inception through resolution
- Excellent oral and written communication skills
- Excellent interpersonal skills
- Proven ability to build and maintain customer partnerships at multiple management levels
Training and Experience
- High school degree required; Bachelor’s degree desired or commensurate IT or business experience
Benefits:
It’s an exciting time to join SelectQuote. We became a publicly traded company in 2020 with the first 100% virtual IPO (non-biotech) in American history. We have also been recognized nationally on the 2021 Top Workplaces USA list and by the Kansas City Business Journal as a 2020 Best Places to Work honoree.
Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, and other paid leaves vary based on work location.
