Sr Director End User Experience

OneAmericaIT & Cybersecurity 6-8 Years

Job Description

At OneAmerica, we deliver on promises when customers need us most.  We believe the best way to serve our customers is to know that every individual, employee, family and business we work with has unique personal and financial goals.  We keep our promises, so we can help them achieve their goals and realize their definition of financial success.

Job Summary

Responsible for enhancing the OneAmerica Associate IT experience as well as enabling the users to be more efficient through support and the implementation of solutions to enhance user productivity and satisfaction. This includes managing the productivity and stability of all endpoints (laptops, desktops, mobile devices, teleconferencing, etc.). This role will help lead in the management of infrastructure related projects as it relates to the end user experience. The Senior Director End User Experience role is to oversee all activities related to the OneAmerica Associate IT Experience.

Primary Responsibilities:

Management of multiple OneAmerica service managers and a Managed Services provider
Advanced knowledge of internal operating system technology, computer operations, and hardware usage. A general knowledge of network management software, concepts, and troubleshooting techniques are necessary to resolve advanced network and desktop problems.
Identify best technical solutions that can be rolled out efficiently and in a cost-effective manner
Work as a technical leader alongside business, application, and infrastructure teams
Leverage technical experience to mentor and coach team member
3rd party Service Provider service management, contract management, service level management, and continuous improvement
Service Desk management according to service levels utilizing a shift left and continuous improvement process
Deskside, VIP, and Mobility support to all OneAmerica Associates
Onboarding and Access Management, working with OneAmerica Security and Risk Management
End User Software and Hardware management, including hardware lifecycle management, software lifecycle management, hardware provisioning, software provisioning, Microsoft365
Audio / Video technology and service support of all conference room areas and end point user video and teleconferencing use
Organizational Change Management - Perform a lead role in communications and education with end users on relevant topics
Collaborate to establish end user equipment standards (e.g., desktop, laptop, mobile, monitors)

Job Requirements

Required Education and/or Certifications

Bachelor’s Degree in computer science or any combination of education and experience which would provide an equivalent background
Recommended Education and/or Certifications

ITIL certification
Required Work Experience

8 years of experience with managing and directing support team of staff and consultants, creating processes that lead to and efficient support organization
Experience managing an IT environment with 1500+ users
Experience in implementing process improvement programs, experience in root cause analysis and trend analysis for service desks required.
Experience with IT compliance and risk management requirements (e.g., security, privacy, SOX, HIPAA)
Experience ensuring the deployment of IT services and continuous service improvement of IT services
Experience in IT Operations and IT Service Management
Experience in leading efforts, that have organizational transformational impacts – and have been part of the Organizational Change Management (OCM) initiatives
Or any combination of education and experience which would provide an equivalent background

Salary Band: 08C

As a condition of employment, OneAmerica requires that all new hires who receive a job offer on or after April 18, 2022 provide evidence of full or partial vaccination against COVID-19 within three days of accepting an offer letter with OneAmerica and before employment begins. If applicable, new hires must submit proof that they have received the second dose of a two dose COVID-19 vaccine within 30 days after their first dose is complete. If a new hire wishes to submit a request to be exempt from the mandatory COVID-19 vaccination policy due to a medical condition, sincerely held religious belief or other legal requirement, the associate will have three days after an offer of employment has been accepted to submit their exemption request for review and consideration by OneAmerica.

This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in IN as business needs dictate or for team-building and collaboration.

If you are offered and accept this position, please be advised that OneAmerica does not have any offices located in the State of New York and OneAmerica associates are not permitted to work remotely in the State of New York.

Disclaimer:  OneAmerica is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica, visit

Posted On

April 20, 2022