MassMutual Financial Group Client computing Fulfillment and Support Manager in Springfield, Massachusetts

Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We’re people helping people.

A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.

Together, we’re stronger.

Description

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POSITION SUMMARY

Direct, manage, plan and administer the operational and administrative activities associated with the running of the Help Desk, Production and/or Computer Operations organizations for the MassMutual Home. Develop technology and project objectives for a department or functional area; participates as member of the management team that develops strategies for the larger organization. Manage, oversee and drive a continuous improvement portfolio to improve overall customer service and speed to market. Contribute to the development of financial and resource planning needed to achieve department business objectives.

RESPONSIBILITIES

The Candidate Specific Duties Will Include

  • Oversee the day-to-day operations of the unit within the for both Springfield and Enfield locations

  • Assign and prioritize tasks to the technicians using Service Desk software and monitor the distribution of workload

  • Escalate unresolved technical issues to Level 3 by providing concise description and supporting information

  • Manage IT projects related to hardware/software rollouts/refresh

  • Enforce Quality Assurance on ticket processing

  • Handle escalated customer support issues efficiently keeping customer satisfaction high

  • Manage the delivery, setup, and configuration of the end-user desktop & laptop computer hardware, software, Printers, MFCs, Tablets, Smart Phones, and peripherals

  • Maintain accurate inventory of IT hardware and software assets and conduct annual audits

  • Provide leadership direction to the team, problem resolution, and training to technicians

  • Manage escalated support calls and the emails related to IT support

BASIC QUALIFICATIONS:

  • 4 years college education

  • 4 years IT experience

  • Management or oversight experience

  • Specialized knowledge

  • Authorized to work in the United States without sponsorship now or in the future

PREFERRED QUALIFICATIONS

  • Knowledge in desktop and client computing

  • IT project Delivery

Ranked No. 93 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2018) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

CORE VALUES

Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.

Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.

Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.

Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.

Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.

For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.

• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)

• National Association for Female Executives Top Company for Executive Women (2018)

• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2018)

• Working Mother Media 100 Best Company (2017)

• Military Friendly Employer (2018)