Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible. Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong. **PURPOSE OF THE JOB** The purpose of the Director of Technology Support and Operations is to oversee the streamlined operation of the Technology Support and Operations department and ensure alignment with the business objectives of the organization. The position exists to support the critical IT functions including the Service Desk, End-User Support, Service Management and Application Operations to improve service delivery. **ESSENTIAL DUTIES AND RESPONSIBILITIES** **Provides day-to-day operational leadership to multiple divisions.** + Develops and executes a strategic vision for IT support and operations, aligning with organizational goals. + Builds and leads high-performing teams responsible for Service Desk, Support, Service Management and Application Operations. + Drives the adoption of the ITIL framework to standardize processes and improve service delivery. + Develops and reviews budgets for and from IT department divisions and ensures they comply with stated goals, guidelines, and objectives. + Reviews performance of IT systems to determine operating costs, productivity levels, and upgrade requirements. + Benchmarks, analyzes reports on, and makes recommendations for improvement of department operations. + Oversees the stability, availability, and performance of critical business applications. + Establishes and monitors KPIs, service level agreements, and performance metrics to assess service effectiveness and drive continual improvement. + Promotes a customer-first approach, enhancing user experience and satisfaction. + Oversees and continuously improves IT service management processes. + Collaborates with development, infrastructure, and vendor teams to support application lifecycle management. + Identifies and implements process automation opportunities to improve efficiency. + Stays abreast of industry trends and emerging technologies to enhance IT support and operations. + Establishes and maintains strong relationships with vendors and service providers, negotiating contracts and ensuring service quality. **Develops and leads a team of IT Professionals.** + Provides strategic, tactical, and daily direction to IT team. Communicates Mission, Values, and other organization operating principles to direct and indirect reports. + Establishes and maintains the overall work cadence and, in partnership with IT Department leadership, ensures performance and outcomes strive for excellence in delivery and customer experience. Ensures that the entire department is engaged and that leadership practices encourage development, recognition, and retention. + Establishes and holds managers accountable to and adheres to hiring criteria, on-boarding, and training requirements for incoming staff. + Oversees the performance management and development process for the team and performs performance management duties, development planning, and coaching for direct reports. + Acts as a resource for Department leaders and team members to answer questions and solve complex problems. + Manages Department budget, technology and other resources, workload, and customer requests for Department services. Ensures adherence to all Company policies and procedures and Compliance responsibilities. + Ensures data quality, adherence to IT security guidelines, profitability and other risk-related metrics for self and members of the team. **SUPERVISORY RESPONISBILITIES** Directly supervises employees within the IT team and carries out supervisory responsibilities in accordance with company policies and applicable laws. These responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; conducting performance and salary reviews; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations/goals; forecasting staffing needs and planning for peak times and absences; enforcing department policies and procedures. **EDUCATION AND EXPERIENCE** + Bachelor's degree from four-year college or university required in Computer Science, Information Systems, or related field. + Minimum 15 years of experience in tech management disciplines including Application Management, Operational Excellence, Service Delivery Management or a similar highly collaborative technology leadership role. P&C industry experience is a plus. + Minimum 10 years of progressively responsible experience in a directly related area where both professional and management capabilities have been clearly demonstrated. **CERTIFICATES, LICENSES, REGISTRATIONS** ITIL Practice Manager (PM) required, ITIL Managing Professional (MP) or ITIL Strategic Leader (SL) preferred. **KNOWLEDGE AND SKILLS** + Knowledge of business theory, business processes, management, budgeting, and business office operations. + Proven experience in IT strategic planning and development, project management, and policy development. + Extensive knowledge of Word, Excel, PowerPoint, Microsoft Outlook. + Good understanding and technical knowledge of current network and operating systems, hardware, protocols, and standards. + Must be able to apply a “right-sized” solution to technology and business problems faced by a fast-growing mid-size P&C carrier. + Must have the ability to quickly and professionally put together solutions to complex topics in PowerPoint presentations for Executive management and/or direct staff. + Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. + Must be able to read, write and speak effectively. Ability to effectively organize and present information to all levels of audiences, both internal and external. **WORK ENVIRONMENT** This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment. **We are currently not offering employment sponsorship for this opportunity.** \#LI-RK \#LI-HYBRID The current range for this position is $160,745.90 - $287,738.43 This range is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work. **WHY JOIN ICW GROUP?** • Challenging work and the ability to make a difference • You will have a voice and feel a sense of belonging • We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match • Bonus potential for all positions • Paid Time Off with an accrual rate of 5.23 hours per pay period (equal to 17 days per year) • 11 paid holidays throughout the calendar year • Want to continue learning? We’ll support you 100% _ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law._ At ICW Group we offer a work environment that encourages entrepreneurialism and celebrates success. Our team members are hands-on contributors who are given the opportunity to make an impact. It's our people who make us an employer of choice and the vibrant company we are today.