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Zurich North America · 1 day ago

Application Support Center Manager

United States

Full-time

Remote

Senior Level

$66K/yr - $108K/yr

5+ years exp

Zurich North America is hiring an Applications Support Center Manager to join their team. The role is responsible for overseeing technical support for IT issues and service requests, ensuring excellent customer experience and managing workload effectively.

CommercialFinancial ServicesInsurance

Comp. & Benefits

No H1B

Responsibilities

Responsible for function, staff and activities associated with the identification, prioritization and management of work load

Oversees first level, second level, and back desk technical and supervisory support for IT issues and service requests, to internal Zurich staff and partners, delivering an excellent customer experience in line with departmental service standards

Provides comprehensive and expanded first and second level help desk support for IT incidents, problems and service requests

Conducts problem determination, and resolves incidents involving highly complex issues using documented procedures and available tools

Updates documented procedures and tools based on in depth experience and knowledge gained from actual use incorporating these updates into revised versions of the procedures and tools. Escalates to internal partners or external vendors while meeting or exceeding defined service level expectations

Resolves problems escalated from within the Help Desk, providing resolution knowledge and feedback to less experienced staff

Initiates escalation as appropriate to ensure management awareness of severe problems or problems that are exceeding documented target resolution times

Actively participates in end user and Help Desk analyst training by providing materials, conducting training, or attending training in the role of subject matter expert

Develops and implements continuous service improvement initiatives, provides service desk performance reporting and analysis and acts as deputy for service desk manager

Business Travel, as required

Extended Hours during Peak Periods/Shift Work/Holiday Work, as required

Regular Predictable Attendance

Visibility in the Office, as required

Helpdesk is an operation, which requires flexible working hours depending on local needs