Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.
We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.
Independence Pet Group (IPG), a subsidiary of IPH, is one of North America’s largest pet insurance and services organizations. Our impressive family of brands (Figo, Felix, ASPCA Pet Health Insurance, Pets Plus Us, and AKC Pet Insurance) supports insurance for more than 1,000,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.
Primary Responsibilities
- Supervises a team of 7 technical professionals with a focus on the day-to-day operations of the team and/or department.
- Establishes best practices for training and managing the performance of individual team members.
- Acts as primary point of escalation for team members to help resolve impediments.
- In collaboration with business teams, assists in implementing system solutions.
- Performs other duties and responsibilities as assigned.
Level Specific Responsibilities
- Supervises a team of IT Support Technician/Help Desk professionals
- Establishes key performance indicators to measure the effectiveness and efficiency of support services.
- Implements and optimizes IT support processes and workflows to enhance efficiency and customer satisfaction.
- Evaluates and recommends tools and technologies that enhance the Help Desk’s capabilities.
Accountability/Complexity
- Provides day-to-day work direction for team, reviews work results and is focused on maintaining steady workflow and productivity and resolving operational decisions.
- Delivers operational results that have moderate impact on the achievement of departmental results.
Experience
- 6 years relevant work experience
- ITIL certification preferred, not required
- Previous experience supporting Microsoft technologies - O365, AD, Intune (preferred)
- Working knowledge of ServiceNow preferred
- Willingness to work hybrid work arrangement - onsite Tues/Thurs weekly and one full week a month
- Audio/visual conferencing equipment experience required
- Experience mentoring junior staff
- Exceptional interpersonal skills - previous experience supporting executives
- Ability to work in an a growing, changing, environment
Education
Must meet one of the following requirements:
- Bachelor’s Degree or equivalent work experience (One-year relevant experience is equivalent to one-year college)
- Associate’s Degree in a Technical Field
- Certification in relevant focus area
All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)