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Patriot Growth Insurance Services, LLC · 2 hours ago

Information Technology Supervisor (Remote)

United States

Full-time

Remote

Mid, Senior Level

$85K/yr - $95K/yr

5+ years exp

Patriot Growth Insurance Services is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. They are seeking an experienced IT Supervisor to lead their technology systems, ensuring efficient and secure functioning while managing a team of IT professionals to provide high-quality support and improve operational efficiency.

Employee BenefitsInsuranceProperty Insurance

Responsibilities

Supervise the Service Desk Analysts and Senior Service Desk Analysts, providing guidance and support to ensure that they can provide high-quality customer service to the firm's staff and clients

Manage the day-to-day operations of the company service desk, ensuring that all requests for technical support are handled in a timely and efficient manner

Develop and implement technical support processes and procedures to improve the efficiency and effectiveness of the service desk

Monitor and report on service desk performance, identify areas for improvement, and then implement those changes needed to ensure SLAs are met

Proactively use service desk management software to manage support requests and monitor performance

Collaborate with other members of the IT support department to ensure that the service desk is able to provide effective support for all IT systems and services

Offer training and support to Service Desk Analysts to ensure that they are capable in use of the firm's IT systems and provide high-quality customer service

Handle escalated support requests, including working with other members of the IT department as needed, to resolve complex issues

Qualification

ITIL Foundation certificationWindows operating systemsMS Office applicationsData analysisTechnical writingCoaching abilityLeadership skillsInterpersonal skillsProblem-solving skillsOrganizational skills

Required

5+ years of relevant work experience in a technology support environment supervising an organization's service desk system, including experience with hardware configuration, supporting workstations, laptops, and printers

Demonstrated success in a technology-related supervisory position

Strong technical knowledge of IT systems and services, including implementing, maintaining, and supporting Windows operating systems and MS Office application suites including Exchange and other document systems

Strong technical writing, including the ability to write reports, business correspondence, and procedure manuals

Analytical mindset with the ability to analyze data, identify trends and make data-driven decisions

Ability to motivate, coach and develop other IT staff such as Service Desk Analysts

Ability to be a change agent and drive new firm initiatives

Excellent interpersonal and communication skills (both written and oral)

Strong problem-solving and organizational skills, managing multiple priorities simultaneously, and the able to think creatively to find solutions to complex issues

Flexibility to work additional hours, as necessary