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Job ID :
Location :
Jacksonville, FL US
Level :
Senior Manager
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

The Senior Manager, IT Support reports to the Executive Vice President & CIO, Allstate Benefits, and will ensure that the day-to-day IT Support functions are managed in a timely, effective, and efficient manner.  This position’s accountabilities are twofold: 1) provide support directly to the business operations team to ensure successful delivery of Allstate Benefits’ products and services, 2) ensure that Allstate Benefits’ technical application portfolio is run, managed, and cared for to meet and exceed defined customer service levels. This position will build and lead a high-performing organization and develop industry leading talent and processes in the areas of IT Support, IT Problem Management, Business Continuity Management, Disaster Recovery, and Business Operations Support. The Senior Manager, IT Support will ensure that service levels are defined, tracked, and team objectives are managed against these service levels.  Production technical environment governance will be implemented, requiring this position to partner closely with IT and business leadership to establish, implement, and monitor agreed upon governance.

Key Responsibilities

  • IT Base Support
  • IT Business Operation Support (BOS)
  • Business Continuity Planning/Disaster Recovery
  • IT Problem Management
  • IT Production Environment Governance
  • IT Production Metrics & KPI’s
  • General Management & Decision Making

Job Qualifications

  • Education: Bachelor’s degree or equivalent
  • Minimum of 7 years of people leadership at an senior level
  • Minimum of 10 years of IT application production support and direct business operations support experience
  • Minimum 5 years of IT Problem Management and Business Continuity/Disaster Recovery experience
  • IT technology upgrade and refresh experience
  • The ideal candidate must possess prior experience establishing IT Governance methodologies
  • Proven experience driving organizational change
  • A proven track record for developing service level agreements and implementing service level management and reporting
  • Prior experience establishing organizational request intake processes and tools implementation
  • 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
  • ITIL experience 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)


The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

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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