Description
Marketing Statement:
Tokio Marine North America Services (TMNAS) provides professional support services to Tokio Marine Group companies in the United States, including Tokio Marine America, First Insurance Company of Hawaii, and Philadelphia Insurance Companies. Customer service is our focus and our passion! Tokio Marine North America Services adds value in all that we do, providing the best professional service to our business partners, allowing them to achieve their goals. Our talented team delivers actuarial, audit, corporate communications, financial and investment, human capital services, information technology, legal, and payroll expertise to our customers.
Job Summary: Responsible for overseeing the efficient operation of the desktop team. This role requires strong technical expertise, exceptional leadership skills, and a deep commitment to delivering exceptional customer service. The Senior Manager, Desktop Support will lead a team of support professionals to ensure the prompt resolution of IT-related issues, maintaining high levels of end-user satisfaction and productivity. This position requires a balance of technical expertise, leadership skills, and a commitment to delivering outstanding customer service.
Essential Job Functions:
- Oversees the daily operations of the desktop team, ensuring timely and effective response to end-user requests and incidents
- Monitors and manages the team's workload and ticket queue, ensuring SLAs and KPIs are met
- Implements and maintains ITIL-based service management practices and processes
- Stays current with industry trends, emerging technologies, and best practices in IT support
- Assists in complex technical issue resolution and provides guidance to team members
- Collaborates with other IT teams for problem resolution and escalation of issues when necessary
- Implements and monitors customer satisfaction surveys and acts based on feedback
- Continuously seeks opportunities to improve the overall desktop support experience
- Develops and maintains desktop support performance metrics and reports
- Analyzes data to identify trends, areas for improvement, and opportunities for efficiency
- Manages relationships with third-party vendors and service providers as needed
- Allocates and manages resources effectively to meet desktop support goals and objectives
- Ensures adherence to security policies and compliance standards within the desktop support operations
- Assists in incident response and security awareness initiatives
- Reviews and performs quality assurance checklist on various tickets for Service Desk Analyst I, II & III to assure that all processes are followed
- Follows up on Customer Satisfaction survey responses
- Maintains documentation for processes, procedures, and solutions
- Performs managerial functions, including:
- Leads, mentors, and manages a team of support technicians, analysts, and supervisors, including internal and external resources
- Sets performance goals, conducts regular performance reviews, and provides coaching and feedback to team members
- Performs internal and third-party team coordination for core IT infrastructure operations activities
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred
- Master’s degree preferred
- 10+ years relevant experience
- Proven experience (5+ years) in a leadership role with people management responsibilities within an IT desktop desk or technical support environment
- IT certifications (e.g., ITIL, CompTIA A+, Network+, Security+) preferred
- Familiarity with ITIL or other service management frameworks
- Strong technical knowledge of IT systems, hardware, software, and networking
- Experience with ticketing and IT service management (ITSM) tools (e.g., ServiceNow)
- Strong organizational and project management skills
- Effective verbal/written communication and interpersonal skills
- Detail-oriented with exceptional problem-solving abilities
- Ability to work collaboratively in cross-functional teams
- Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions
- Strategic thinking: Applies organizational acumen to identify and maintain focus on key success factors for the organization
- Superior attention to detail
- Ability to juggle multiple, competing, frequently changing time-sensitive deadlines and priorities
- Ability to lead and work effectively as part of a team
EEO Statement:
Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status, sexual orientation and/or any other status protected by law.
