Arch Insurance Group Inc. ยท 1 month ago
End User Support Manager (Hybrid - Jersey City)
New York, NY United States of America
Full-time
Hybrid
Senior Level
$120K/yr - $155K/yr
7+ years expArch Insurance Group Inc. is a company that promotes progress and inspires its clients, employees, investors, and communities. The Manager, End User Support is responsible for leading a team to ensure excellent end-user service delivery for all endpoint devices and telecommunication systems, while overseeing operations, vendor management, and technology lifecycle initiatives.
FinanceFinancial ServicesInsurance
Responsibilities
Serve as the single point of contact for all Deskside Support escalations and ensure timely incident resolution
Lead day-to-day operations of the Deskside Support End User Support function, including staff scheduling, workload distribution, SLA performance, and continuous improvement
Design, implement, and manage hardware refresh projects for laptops, desktops, peripherals, and mobile phones, including deployment and decommissioning
Oversee white glove/VIP support services ensuring a high-touch, executive-ready experience for senior leadership and other high-profile users
Partner with the business to oversee the IT Ambassador program as well as participation in the Voice of the Executive (VOE)/Voice of the Customer (VOC) sessions to facilitate exemplary end user support experiences
Develop and manage support budgets including forecasting, tracking, and reporting expenditures aligned with IT strategic objectives
Collaborate with key Value-Added Resellers (VARs) and service providers to manage contracts, procurement, warranties, service agreements, and issue escalations
Demonstrate hands-on leadership and oversight of site refresh and remediation of technical debt by ensuring infrastructure and user environments are current, standardized, and supportable
Ensure compliance with security standards and IT governance policies, particularly regarding mobile device management and endpoint security
Drive support excellence through regular KPI reporting, ticket analysis, and feedback loops to continuously improve customer experience
Act as the liaison for global and regional teams to deliver services consistently across all Arch locations and employees
Participate in and lead lower-risk IT projects related to desktop, voice, or mobility solutions
Hire, train, coach, and evaluate support personnel, fostering a culture of customer-centricity, accountability and high performance
Qualification
Required
Thorough knowledge of assigned technology platform including Microsoft Windows, Active Directory, Microsoft Entra, Office products
Installed application software and management utilities, desktop and laptop Excellent organizational skills
Ability to manage time well in a fast paced environment and prioritize tasks frequently
Deep understanding of mobile device management technologies and industry accepted security policies
Broad knowledge of optimization and full utilization of technology supported, including a solid understanding of technology capacity and limitations
Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors
Effective Customer service, leadership and team motivational skills
Excellent problem solving, diagnosing and troubleshooting skills
Preferred
Bachelor's degree in Information Technology or a related field preferred; equivalent technical experience considered
7+ years of experience in End User Support or Service Desk management roles
5+ years of experience with budget oversight and technology lifecycle projects
2+ years of experience managing global support operations or geographically dispersed teams
Prior experience supporting VIPs and providing white glove IT services is required
Benefits
Multiple medical plans plus dental, vision and prescription drug coverage
A competitive 401k with generous matching
PTO beginning at 20 days per year
Up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer
Basic Life and AD&D Insurance as well as Short and Long-Term Disability
Paid Parental Leave of up to 10 weeks
Student Loan Assistance and Tuition Reimbursement
Backup Child and Elder Care
Company
Arch Insurance Group Inc.
Arch Insurance Group Inc., a division of Arch Capital Group Ltd. (ACGL), is a market-leading specialty insurer.
1001-5000 employees
H1B Sponsorship
Arch Insurance Group Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (18)
2023 (10)
2022 (10)
2021 (8)
2020 (3)
Funding
Current Stage
Late StageLeadership Team
Rebecca Raisley
Vice President of Business Development
Valerie Turpin
Division President - Property and Marine
Recent News
MarketScreener
2025-07-16
Company data provided by crunchbase