SiriusPoint · 1 day ago
Help Desk Manager, Americas
Indianapolis, IN
Full-time
Hybrid
Mid, Senior Level
$70K/yr - $80K/yr
5+ years expSiriusPoint is a global underwriter of insurance and reinsurance providing solutions to clients and brokers around the world. The Help Desk Manager will provide technical support to colleagues for various desktop systems, software, hardware, and network issues while leading a team of Help Desk Analysts to ensure efficient assistance is provided.
Auto InsuranceInsurance
No H1B
Responsibilities
Lead a team of Help Desk Analysts ensuring timely and efficient technical assistance is provided in person, via phone, chat, email, or remote access
Serve as an escalation point for Help Desk Analysts and VIP users
Diagnosing and resolving technical hardware and software issues
Researching questions using available information resources
Advising users on appropriate action and providing basic computer training
Following standard help desk procedures and logging all interactions
Ensuring that technical issues and requests are addressed in a timely manner by assigning issues and requests to other areas within IT when appropriate
Escalating tickets and bringing additional SMEs together to resolve P1 incidents when appropriate
Maintain and update on-boarding/off-boarding procedures
Configuring equipment and managing Win 10 workstations with Intune, Active Directory, and other Admin tools
Supporting wireless mobile devices with connections to email, calendars, and contacts
Maintaining PC, Mobile and VOIP inventory
Analyse ticket trends and root causes to identify recurring issues and drive permanent fixes
Use ServiceNow to present monthly analytics reviews to IT leadership with clear recommendations and measurable outcomes including trends and root cause insights
Own knowledge base strategy, content governance, and QA for support documentation
Work on EUC projects as needed
Qualification
Required
Demonstrated experience leading a support, service, or help desk environment that focused on a high sense of urgency and customer service satisfaction
Strong interpersonal, verbal, and written communication skills. Ability to effectively communicate and work with others while providing outstanding customer service
Super-user in Domain / Active Directory / User administration and knowledgeable in MS Intune MDM or equivalent enterprise grade Mobile Device Management software
In-depth and hands-on experience with standard PC, laptop, mobile and peripheral configurations with solid understanding of Microsoft Windows 10, Intune, Office 365, Azure, and web-based unified communication platforms (i.e., MS Teams, Zoom)
Self-motivated with an emphasis on continuing to advance technical expertise
Bachelor's degree and/or 5-7 years of experience in Information Technology
Benefits
Medical
Dental
Vision
FSA Medical and Dependent care
Health Savings Account (HSA)
EAP
Basic Life and AD&D (company paid)
Basic Long-Term Disability (employer) paid-Taxable income
Employee paid Long Term Disability(voluntary)
Company Medical Leave, Parental leave- 8 weeks full pay after 6 months of service
Voluntary benefits: short term disability, Critical illness, Hospital Indemnity, Accident
Travel assistance programs Company paid
401(k) 6 % safe harbor match, fully vested after two years, pre- and post-tax contributions allowed
Gym reimbursement
Legal plan
Pet Insurance
Tuition reimbursement
Generous PTO
Flexible work arrangement
Fully stacked pantry on-site
Team outings
ERG Groups
Company
SiriusPoint
SiriusPoint is a global underwriter of insurance and reinsurance providing solutions to clients and brokers around the world.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$300M2018-02-09Debt Financing· $300M
2016-04-19Acquired
Leadership Team
Joseph Marcianti
Senior Vice President, Chief Audit Officer
Tony LeHan
Senior Vice President & Chief Accounting Officer at SiriusPoint
Company data provided by crunchbase