Tokio Marine North America Services · 2 hours ago
Senior Manager, Desktop Support- Hybrid, Bala Cynwyd, PA
Bala Cynwyd, PA
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expTokio Marine North America Services (TMNAS) provides professional support services to Tokio Marine Group companies in the United States. The Senior Manager, Desktop Support is responsible for overseeing the efficient operation of the desktop team, ensuring prompt resolution of IT-related issues while maintaining high levels of end-user satisfaction and productivity.
AccountingFinanceHuman ResourcesInformation TechnologyInsurance
Responsibilities
Oversees the daily operations of the desktop team, ensuring timely and effective response to end-user requests and incidents
Monitors and manages the team's workload and ticket queue, ensuring SLAs and KPIs are met
Implements and maintains ITIL-based service management practices and processes
Stays current with industry trends, emerging technologies, and best practices in IT support
Assists in complex technical issue resolution and provides guidance to team members
Collaborates with other IT teams for problem resolution and escalation of issues when necessary
Implements and monitors customer satisfaction surveys and acts based on feedback
Continuously seeks opportunities to improve the overall desktop support experience
Develops and maintains desktop support performance metrics and reports
Analyzes data to identify trends, areas for improvement, and opportunities for efficiency
Manages relationships with third-party vendors and service providers as needed
Allocates and manages resources effectively to meet desktop support goals and objectives
Ensures adherence to security policies and compliance standards within the desktop support operations
Assists in incident response and security awareness initiatives
Reviews and performs quality assurance checklist on various tickets for Service Desk Analyst I, II & III to assure that all processes are followed
Follows up on Customer Satisfaction survey responses
Maintains documentation for processes, procedures, and solutions
Performs managerial functions, including:
1) Leads, mentors, and manages a team of support technicians, analysts, and supervisors, including internal and external resources
2) Sets performance goals, conducts regular performance reviews, and provides coaching and feedback to team members
3) Performs internal and third-party team coordination for core IT infrastructure operations activities
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred
10+ years relevant experience
Proven experience (5+ years) in a leadership role with people management responsibilities within an IT desktop desk or technical support environment
Strong technical knowledge of IT systems, hardware, software, and networking
Experience with ticketing and IT service management (ITSM) tools (e.g., ServiceNow)
Strong organizational and project management skills
Effective verbal/written communication and interpersonal skills
Detail-oriented with exceptional problem-solving abilities
Ability to work collaboratively in cross-functional teams
Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions
Strategic thinking: Applies organizational acumen to identify and maintain focus on key success factors for the organization
Superior attention to detail
Ability to juggle multiple, competing, frequently changing time-sensitive deadlines and priorities
Ability to lead and work effectively as part of a team
Preferred
Master's degree preferred
IT certifications (e.g., ITIL, CompTIA A+, Network+, Security+) preferred
Familiarity with ITIL or other service management frameworks
Company
Tokio Marine North America Services
Tokio Marine North America Services delivers innovative and market-leading solutions to our Tokio Marine insurance companies.
201-500 employees
H1B Sponsorship
Tokio Marine North America Services 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 (14)
2024 (12)
2023 (8)
2022 (13)
2021 (7)
2020 (8)
Funding
Current Stage
Growth StageLeadership Team
Andy Santacroce
VP & Deputy CIO
Ed Sayago
VP, Deputy Chief Legal Officer
Recent News
2025-06-05
2025-01-04
Company data provided by crunchbase