Description
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.
Job Description:
The Service Desk Manager will provide hands-on leadership for a DentaQuest/ Sun Life IT Service Desk, serving as the primary operational interface between IT and the business. This hybrid role reports to the Service Desk Director and oversees a team of six professionals supporting 5,000+ employees across both organizations.
This highly visible IT leadership position has significant influence across the IT organization, with frequent interaction with business leaders. The ideal candidate will drive consistent, high‑quality end‑user support, ensure effective incident and request management, and maintain strong performance against Service Level Agreement (SLA) commitments.
Key Responsibilities
Team Leadership
Lead and manage a blended IT Service Desk team including internal staff and third‑party service providers
Maintain appropriate staffing levels and scheduling to support published hours of operation
Host daily IT operations discussions and ensure timely follow-up on risks and issues
Foster a culture of collaboration, development, and accountability
Service Delivery & Performance
Monitor and drive adherence to service level agreements (SLAs) and operational performance targets
Provide daily oversight across IT service delivery queues and act as the first point of escalation for service issues
Deliver comprehensive operational and performance reporting (weekly, monthly, and periodic rollups) using defined KPIs and metrics
Ensure effective end-user support throughout the employee lifecycle, including onboarding and offboarding
Operations Management
Oversee incident and request intake, prioritization, backlog management, and escalation processes
Own Service Desk documentation, knowledge management, and standard operating procedures
Manage end-user equipment inventory from procurement through disposal
Ensure timely, accurate communication of planned and unplanned IT service interruptions
Strategic Initiatives
Support the development and ongoing maturity of the wider team.
Identify and implement continuous improvement and process optimization opportunities
Contribute to service desk strategy and long-term operational excellence
Required Qualifications
Bachelor's degree in computer science, Information Technology, or equivalent experience in a similar role
3+ years of experience in IT Operations or Service Desk leadership
Proven experience managing teams of 5+ support professionals, including remote and hybrid team members
Hands-on experience managing ServiceNow in an enterprise environment
Strong analytical skills with proficiency in Microsoft Excel for reporting and performance analysis
Excellent written and verbal communication skills
Strong leadership, organizational, and problem-solving abilities
Broad technical understanding of IT operations and end-user support
Demonstrated commitment to customer service and service excellence
Preferred Qualifications
ITIL Foundation certification (v4 preferred; v3 acceptable)
Experience with modern call centre technology including Amazon Connect, Data Analytics e.g. Tableau/QuickSights and GenAI Chatbots.
Salary Range: $70,300 - $105,500
At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.
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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.
Life is brighter when you work at Sun Life
At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.
We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.com to request an accommodation.
For applicants residing in California, please read our employee California Privacy Policy and Notice.
We do not require or administer lie detector tests as a condition of employment or continued employment.
Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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