Who We Are
For over 70 years, Glatfelter Insurance Group has believed in doing the right thing for our clients, agents, communities and associates. This founding principle has enabled Glatfelter to grow from the kitchen-table, one-man-operation as it began, to one of the largest managing general agencies in the U.S. with nearly 500 associates across the country, a distribution network of over 4,500 independent brokers and more than 30,000 clients. It is what drives us to innovate—the desire to deliver the best for our clients. Founded as The Glatfelter Agency, which is still in operation, the program basis of Glatfelter Insurance Group, Volunteer Firemen’s Insurance Services (VFIS), was founded in 1969. Throughout the years, Glatfelter has expanded to include specialized program business inclusive of public entities, educational institutions, healthcare facilities, and religious organizations. Glatfelter provides their insureds with comprehensive insurance solutions including property, casualty, life insurance, and more. In 2018, Glatfelter joined American International Group (AIG) and is now part of the AIG family.
About the Position
We are seeking a dynamic and experienced Service Desk Manager to lead our technical support team in delivering exceptional service to our internal and external users. In this role, you will be responsible for the daily operations of the Service Desk, coaching and mentoring team members, optimizing support workflows, and ensuring timely and effective resolution of IT issues. You will play a critical role in improving the overall support experience, maintaining service level agreements (SLAs), and collaborating with cross-functional teams to support enterprise-wide systems and technologies. This position is required to be onsite in our York, PA office.
Key Responsibilities
- Train, coach, and mentor Service Desk staff to improve technical expertise and foster career development
- Develop training materials and support procedures to ensure consistent, high-quality service delivery
- Oversee day-to-day Service Desk operations, including ticket management, issue resolution, and customer satisfaction
- Set performance standards and monitor KPIs and SLAs to ensure efficiency and accountability
- Act as the primary escalation point for complex or high-priority issues
- Coordinate work schedules to maintain adequate phone and ticketing system coverage
- Collaborate with Information Security, Application Development, Infrastructure, Client Service Operations, and Facilities teams to ensure full-service support
- Manage desktop environment activities, including hardware/software installations, upgrades, and productivity tool optimization
- Establish and refine processes for tracking, escalating, and reporting customer issues
- Develop and implement procedures for troubleshooting software, hardware, and peripheral equipment
- Maintain and manage urgent support escalations and ensure timely resolution per defined SLAs
- Provide budgetary input for service and support personnel and projects.
- Develop and maintain documentation on all service and support standards.
- Requires lifting heavy loads (may exceed 50 lbs.).
- Maintains technical knowledge level through trade publications, seminars, and courses.
- Evenings and weekend work may be required to accommodate departmental needs.
What We’re Looking For
- Bachelor’s degree in computer science, Information Systems, Information Security or other related field or equivalent relevant work experience.
- Industry certifications such as CompTIA A+, Network + , ITIL Foundation, HDI-SDSM or equivalent preferred.
- Minimum of 5 years of IT support or help desk roles
- Minimum of 2-3 years in supervisory or team lead capacity
- Proven experience leading a technical support team or service desk.
- Strong coaching, mentoring, and people development skills
- Demonstrated ability to manage SLAs, KPIs, and service workflows
- Excellent communication and problem-solving skills
- Experience collaborating across IT and business units
- Deep understanding of desktop environments and enterprise productivity tools
- Skilled in organizing and deploying software/hardware upgrades
- Ability to remain calm under pressure and effectively manage escalations
- Process-driven mindset with a passion for continuous improvement
- Familiarity with ITIL or similar frameworks is a plus
Why Choose Glatfelter?
Glatfelter is honored to have been named a Best Place to Work in PA since 2005. We are proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. In addition to 17 paid holidays, (which includes a personal holiday and mental health and wellness day) we provide a variety of leaves for personal, health, family, and volunteer needs.
We believe in fostering our associates' development and offer a range of learning opportunities for associates to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible associates to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.
Equal Opportunity Employer
It has been and will continue to be the policy of Glatfelter Insurance Group to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At Glatfelter, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Glatfelter is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please contact Human Resources. Reasonable accommodations will be determined on a case-by-case basis.
Job Grade: 9