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Jeremy Brumage

@jeremybrumage

Senior Manager, IT Service Center at Empower, leading service desk operations supporting 13,000+ employees.

At Empower, I lead IT Service Center operations supporting 13,000+ employees, driving performance against SLAs and quality standards.

I partner with leadership to improve service delivery and self-service adoption, oversee escalations, and ensure compliance with IT policies.

As IT Service Center Lead at Empower, I managed staffing and scheduling for 30 Service Desk representatives and produced performance reports. I also forecasted call volume trends to optimize coverage.

Earlier at Empower Retirement and Great West Life, I provided advanced first-level support, mentored staff, and supported daily technical support operations, Remedy ticket queues, and access management.

Experience

Work history, roles, and key accomplishments

Senior Manager, IT Service Center

Empower

Jan 2024 - May 2026 (2 years 4 months)

Lead Service Desk operations supporting 13,000+ employees. Drive performance against SLAs and quality standards, partner with leadership to improve service delivery and self-service adoption, and oversee escalations and compliance with IT policies.

Service Desk Operations SLA Management Leadership Escalation Management IT Policy and Compliance

IT Service Center Lead

Empower

Jan 2019 - Dec 2024 (5 years 11 months)

Managed staffing and scheduling for 30 Service Desk representatives. Produced performance reports, conducted quality audits, delivered coaching, and forecasted call volume trends to optimize coverage.

Workforce Management Scheduling Forecasting performance reporting Quality Audits Coaching

Senior Service Desk Representative

Empower Retirement

Jan 2017 - Dec 2019 (2 years 11 months)

Provided advanced first-level support and resolved escalated incidents. Mentored staff, supported onboarding, and coordinated second-level support tickets.

Incident Management Escalation Management Mentorship Onboarding Ticket Coordination

Client Service Technical Support Assistant Manager

Great West Life

Jan 2004 - Dec 2017 (13 years 11 months)

Managed daily CSTS operations and Remedy ticket queues. Delivered operational reporting, monitored system trends, and supported call center technology and access management.

Remedy Ticket Management Operational Reporting System Monitoring Access Management