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Job ID :
Location :
Jacksonville, FL US
Level :
Job Category :
Information Technology
Description :

Where good people build rewarding careers.

Think that working in the insurance field can’t be exciting, rewarding and challenging? Think again. You’ll help us reinvent protection and retirement to improve customers’ lives. We’ll help you make an impact with our training and mentoring offerings. Here, you’ll have the opportunity to expand and apply your skills in ways you never thought possible. And you’ll have fun doing it. Join a company of individuals with hopes, plans and passions, all using and developing our talents for good, at work and in life.

Job Description


Position Overview
The Manager, Infrastructure & IT Services reports to the Executive Vice President & CIO, Allstate Benefits, and will work closely with the entire Allstate Benefits Leadership Team to ensure that Infrastructure support and IT Services are delivered with a high degree of quality and managed effectively in order to support business and IT objectives. This position will build and lead a high-performing organization and develop industry leading talent and processes in the areas of IT Infrastructure Management, IT Helpdesk, IT Service Management, IT Security Access Management, IT Desktop/End User Computing and Computer Related Expense (CRE) Management.  In the early phase of this assignment, the candidate will focus on setting the strategic direction for this organization and establishing the needed capabilities within each of the organization’s domains in order to achieve the IT and Business objectives.

Job Description

Key Responsibilities

The position of Manager, Infrastructure & IT Services will be responsible for managing and leading the following:
• IT Infrastructure Management

  • Overall accountability for interaction with Allstate infrastructure team to ensure successful delivery and management of Allstate Benefits’ infrastructure needs.
  • Vendor management for technology outsourced to 3rd party hosting services.
  • Ownership for delivery and management of local infrastructure technology.
  • Oversee technical platform support, coordinate change management, and deploy application/technical changes throughout the various environments.
  • Manage and support Allstate Benefits’ home office telephony, Call Center and IVR voice platforms.

• IT Helpdesk

  • Ensure accurate and timely resolution of technical Helpdesk calls in support in internal Allstate Benefits’ home office associates, field associates, Agents, and Brokers.
  • Provide level 1 request resolution and swift escalation for level 2 – 3 requests.
  • Establish and manage call resolution service levels.  Created visibility into performance against service levels and variance explanation/resolution for missed service levels.

• IT Desktop & End User Computing

  • Provide onsite distribution and support of personal computing devices. 
  • Provide end-user support for Microsoft Office suite of products and any desktop installed applications required to support the business.
  • Coordinate personal computing device upgrades and patch management.
  • Act as local “hands on” resources in support of local audio-visual technology.
  • Provide relocation services for all IT equipment.


• IT Security Access Management

  • Provide accurate and timely turnaround on new and changes security access requests following all security and compliance standards.
  • Provide accurate and timely turnaround on termination of security access as required following security and compliance standards. 

• IT Service Management

  • Establish required Allstate benefits’ ITSM capabilities and partner with Allstate parent company to appropriately link and support broader Allstate ITSM needs. 
  • Identifying, documenting, tracking, reporting, and escalation of incidents that result in IT service outages.
  • Coordinates with the leadership across the organization to meet service levels defined for the IT Services so that the team is able to meet its established Service Level Agreements.
  • Identify, implement and monitor required best in class monitoring tools, establish the appropriate response(s) to those events through processes and procedures to create an effective and efficient event management team.


Job Qualifications

Candidate Qualifications


  • Education: Bachelor’s degree or equivalent
  • Minimum of 5 years of people leadership at an senior level
  • Minimum of 7 years of IT Infrastructure Management and datacenter hosting experience
  • Minimum 3 years of IT Helpdesk and IT Service Management experience
  • IT technology upgrade and refresh experience
  • The ideal candidate must possess a foundational understanding of IT Service Management concepts have practical experience designing and implementing ITIL processes
  • Proven experience driving organizational change
  • A proven track record for maintaining current and secure infrastructure environment across mainframe, AS400, and web platforms
  • Prior infrastructure-as-a-service (IAAS) vendor management and datacenter hosting vendor management experience
  • Expert in effective management of multiple, complex, concurrent projects.
  • Demonstrated capability for problem solving, decision making, sound judgment, assertiveness
  • Ability to develop a strategy and articulate to stakeholders for agreement.  Able to communicate strategy to inspire and motivate staff
  • Minimum of ITIL Intermediate Certification preferred


Candidate Competencies Required:

  • Excellent communication and negotiation skills 
  • Strong relationship management capability
  • IT financial acumen
  • IT expense & resource management
  • People leadership – talent development and performance management
  • Strategic thinking and problem solving
  • Foster innovation
  • Experienced user of MS Project and MS Office toolset (Word, Excel and PowerPoint)


Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For jobs in San Francisco, please see the notice regarding the San Francisco Fair Chance Ordinance.

For jobs in Los Angeles, please seethe notice regarding the Los Angeles Ordinance.

It is the policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.


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