AmTrust Financial Services, Inc. · 2 days ago
Desktop Support Supervisor
Greater Cleveland
Full-time
Onsite
Mid, Senior Level
$58K/yr - $90K/yr
3+ years expAmTrust Financial Services is looking to build a world-class End User Support team and is seeking a Supervisor for the End User Support team. The Supervisor will oversee daily operations, manage escalated customer issues, and ensure service level agreements are achieved while enhancing team efficiency and customer satisfaction.
FinanceFinancial ServicesInsurance
Responsibilities
Supervise, train, and mentor the End User Support staff, ensuring they have the skills and knowledge to provide quality service to customers and staff
Monitor and manage the End User Support tickets, ensuring that they are assigned, prioritized, resolved, and closed in a timely and professional manner
Provide technical support and troubleshooting for complex issues, escalating them to the appropriate level when necessary
Establish and maintain service level agreements, policies, and procedures for the End User Support operations, ensuring that they are aligned with the organizational goals and standards
Ensure ticket quality is maintained through regular supervision and promote the development of IT knowledgebase
Interface and oversee daily operations for desktop support, depot operations and IT Asset Management
Prepare and analyze reports on End User Support activities, metrics, and trends, identifying areas of improvement and recommending solutions
Coordinate and communicate with other IT departments and external vendors where needed to ensure the smooth delivery of IT services and projects
Proactively identify potential issues that could adversely impact customer experience and follow through on action steps
Keep abreast of the latest technologies, trends, and best practices in the IT industry, and provide feedback and suggestions for improvement
Manage operational tasks and processes assigned to the End User Support team
Qualification
Required
An associate degree or bachelor's degree in computer science or a related technology background is strongly preferred
At least three years of experience in a supervisory or leadership position. Preferably in a help desk leadership position
High School Diploma
Industry-standard IT certifications (A+, Microsoft Office, MCP) a plus
Strong knowledge of IT systems, applications, hardware, software, and networks
Excellent communication, interpersonal, and customer service skills
Ability to work under pressure, multitask, and prioritize tasks in a fast-paced environment
Ability to lead, motivate, and coach a team of diverse and talented individuals
Ability to team members and leadership, implementing great support processes, procedures, and documentation
Ability interpersonal skills to build partnerships with stakeholders and peers
Detail orientated combined with strong organizational skills and an aptitude for analytical thinking
Demonstrated ability to work well independently and as a part of a team
Ability to analyze data, identify problems, and propose solutions
Ordering, receiving, tracking, and issuing hardware, software, and peripherals to end users
Must have basic knowledge of ITIL and have worked with an industry-standard ITSM tool (i.e., Helix, ServiceNow, Remedy, Cherwell, HEAT)
Certification in ITIL, CompTIA, Microsoft, or other relevant fields is a plus
Advanced knowledge of Asset Management processes and workflows
Knowledge of IT infrastructure support (Systems, Network, Telephony, etc.)
Preferred
Strong leader & team player – collaborates well with others to solve problems and actively incorporates input from various sources; has experience working with others on a global basis
Proven track record of customer focus - evaluates decisions from the perspective of the customer; builds strong relationships with customers; and creates processes that reflect the customer's viewpoint
Ability to communicate clearly and succinctly, evaluate information/data effectively to make decisions; anticipate obstacles and develop plans to address them
PowerShell experience is preferred
Benefits
Medical & Dental Plans
Life Insurance, including eligible spouses & children
Health Care Flexible Spending
Dependent Care
401k Savings Plans
Paid Time Off
Company
AmTrust Financial Services, Inc.
AmTrust Financial Services, Inc., through its subsidiaries, operates as a multinational property and casualty insurance company.
5001-10000 employees
H1B Sponsorship
AmTrust Financial Services, 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 (3)
2023 (3)
2022 (5)
Funding
Current Stage
Public CompanyTotal Funding
unknown2006-11-13IPO
Leadership Team
D
Daniel Pacicco
Executive Vice President, Chief Financial Officer
Carl Canales
Executive Vice President - North American Field Operations
Recent News
2025-11-07
2025-11-05
Company data provided by crunchbase