Arch Capital Group Ltd. · 2 hours ago
End User Support Manager (Hybrid - Jersey City)
NYC Metro Area
Full-time
Hybrid
Mid, Senior Level
$120K/yr - $155K/yr
7+ years expArch Capital Group Ltd. is a company that promotes progress and inspires its clients and employees to achieve their greatest potential. The Manager, End User Support is responsible for leading a team of support professionals to ensure excellent service delivery for endpoint devices and telecommunication systems, while also managing support operations and vendor relations.
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
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
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
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
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 Capital Group Ltd.
Arch is a leading global insurer with operations in more than a dozen countries.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$763M2012-04-02Post Ipo Equity· $0M
2001-10-01Private Equity· $763M
1995-09-15IPO
Leadership Team
Nicolas Papadopoulo
Chief Executive Officer
Francois Morin
EVP, Chief Financial Officer and Treasurer
Recent News
2025-10-31
2025-10-28
PR Newswire
2025-10-22
Company data provided by crunchbase