Second Level IT Service Desk Manager

Overview

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 fast-paced environment, enjoys developing high-performing 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 high-quality technical support while consistently meeting service level commitments. This role oversees the day-to-day operation of second level Service Desk support and plays a key role in continuous improvement, people development, and operational excellence.

• Lead, coach, and develop a team of Second Level Service Desk Agents in a high-performance 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 organisations (BPOs)

• Oversee the day-to-day 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 high-impact issues
• Provide hands-on escalated Service Desk support when required

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

• 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

• 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)
• Strong skills and experience with Office 365 applications, particularly Excel
• Technical certifications (e.g., CompTIA A+, Network+, or Core) considered a differentiator

• 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 fast-paced, performance-driven environment

• 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

• Brings a customer-first mindset to all interactions
• Demonstrates responsiveness, reliability, and professionalism under pressure

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

• 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

• 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…