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Zurich Insurance · 2 days ago

Application Support Center Manager

Illinois, United States

Full-time

Hybrid

Senior Level

$66K/yr - $108K/yr

5+ years exp

Zurich North America is hiring an Applications Support Center Manager to join our team! The role is responsible for managing the workload and providing technical support for IT issues, ensuring an excellent customer experience.

Financial ServicesInsuranceProductivity Tools

Comp. & Benefits

No H1B

Responsibilities

Responsible for function, staff and activities associated with the identification, prioritization and management of work load

Oversees first level, second level, and back desk technical and supervisory support for IT issues and service requests, to internal Zurich staff and partners, delivering an excellent customer experience in line with departmental service standards

Provides comprehensive and expanded first and second level help desk support for IT incidents, problems and service requests

Conducts problem determination, and resolves incidents involving highly complex issues using documented procedures and available tools

Updates documented procedures and tools based on in depth experience and knowledge gained from actual use incorporating these updates into revised versions of the procedures and tools

Escalates to internal partners or external vendors while meeting or exceeding defined service level expectations

Resolves problems escalated from within the Help Desk, providing resolution knowledge and feedback to less experienced staff

Initiates escalation as appropriate to ensure management awareness of severe problems or problems that are exceeding documented target resolution times

Actively participates in end user and Help Desk analyst training by providing materials, conducting training, or attending training in the role of subject matter expert

Develops and implements continuous service improvement initiatives, provides service desk performance reporting and analysis and acts as deputy for service desk manager

Business Travel, as required

Extended Hours during Peak Periods/Shift Work/Holiday Work, as required

Regular Predictable Attendance

Visibility in the Office, as required

Helpdesk is an operation, which requires flexible working hours depending on local needs

Qualification

Application SupportProblem ManagementPeregrine Service CenterRemedyCustomer ExperienceTraining SkillsService Improvement

Required

Bachelors Degree and 5 or more years of experience in the Application Support area OR

High School Diploma or Equivalent and 7 or more years of experience in the Application Support area

Must work flexible schedules

Knowledge of proprietary applications and support processes

Preferred

Experience with problem management system, preferably Peregrine Service Center and/or Remedy

Benefits

Short-term incentive bonus eligibility set at 10%

Competitive pay and comprehensive benefits for employees and their families

Company

Zurich Insurance

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Zurich Insurance Group (Zurich) is a leading global multi-line insurer founded more than 150 years ago, which has grown into a business serving more than 75 million customers in more than 200 countries and territories, while delivering industry-leading total shareholder returns.

Founded in 1872

Zürich, Zurich, CHE

10001+ employees