The Help Desk Support Manager is responsible for the delivery of all technical services and for managing technical staff and prioritizing the workload for all client and internal requests. This highly-visible individual will play a critical role in the success of the company by improving the IT service teams approach to enriching the customer experience and supporting continuous improvement.

The potential candidate will demonstrate outstanding enthusiasm, initiative, commitment, and knowledge, and will conduct business with respect for others. As the Help Desk Support Manager, he/she will embody a service-centric practice and also be expected to share their experience / knowledge to encourage others within the team to embrace the service-centric model.

The following are the usual, basic and essential functions of the position. These functions are not to be construed as an exhaustive list of all responsibilities, duties and skills required.

General Responsibilities

• Oversees all client support and projects, production infrastructure and internal network
• Oversees client reporting deliverables
• Reconciles Contracts to Invoicing and to Services being delivered monthly
• Administers help desk ticketing system
• Ensure that all service tickets and projects are logged into Tracking Application
• Ensure IT Client Services Policies and procedures are adhered to
• Ensure all tickets have accurate detailed accounts of all troubleshooting steps and follow-up details
• Monitor daily workload and ensure adequate available staff are manning the phones and email
• Conducts Weekly Status Meetings
• Conducts Client Satisfaction & QA calls on a daily/ weekly basis
• Keeps team well informed of changes within the organization
• Effectively communicates relevant IT-related information to superiors
• Responds to escalated help desk issues in a timely fashion
• Communicates difficult/sensitive information tactfully
• Manages the purchasing of all software, hardware and other IT supplies at the regional level
• Evaluates Employee performance and staff development/recruiting
• Identify technology needs of the department and organization and develop budget requirements with the VP of Infrastructure
• Provide after-hours support as needed
• Miscellaneous duties as assigned

Technical Responsibilities

• Provides technical product training and basic user functionality training when required
• Ability to troubleshoot all client issues
• Advanced technical skills in network support
• Provides level I, II & III technical support to employees
• Responsible for maintaining a professional and cordial relationship with clients
• Demonstrates expert knowledge of customers equipment; process and culture
• Maintains a knowledge base within Help Desk Application of technical issues affecting clients

Analysis, Metrics and Reporting

• Total Help Desk Tickets open greater than X hours
• Customer Satisfaction Surveys above satisfaction rating
• Maintains production infrastructure uptime and reporting deliverables on time
• Meets all Training & Certification goals for manager and TSD employees
• Meets and exceeds all customer SLAs

Other metrics include, but are not limited to:

• Calls answered by live engineer
• Call abandonment reduced
• Average Wait Time reduced
• Average Talk Time reduced
• First level resolve increases
• Mean Time to resolution reduced
• Mean Time to response increased

Knowledge, Skills, & Experience

• Bachelor's Degree in an IT discipline, Computer Science or MIS preferred. In lieu of a degree, equivalent work experience may be accepted
• Technical experience and/or certifications desired (A+, SAN, MCSE, servers)
• Must have prior experience successfully leading or managing a team of technical IT resources with a demonstrated progression of increased scope and complexity. This should include three to five years in a management role within an IT area, which could include the IT Service Desk. Only resumes with Help Desk management will be considered
• Solid understanding of IT supported technologies, and a broad knowledge of IT Technology and infrastructure
• Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management
• Excellent leadership skills with the ability to execute short-range plans (i.e., 30-90 days). Should also have the ability to react quickly to issues, and develop both short and long-term solutions
• Advanced PC skills with a working knowledge of associated software, including spreadsheets. Excellent time management skills and ability to multi-task, prioritize, and pay close attention to details

Benefit Highlights

• Medical, dental and vision insurance (post 60-day probationary period)
• 401(k) Retirement Plan with a Company match up to 5% of your contribution and match are fully-vested (post 90-day probationary period)
• Paid vacation (post 90-day probationary period)
• Free health club membership
  

Universal Insurance Holdings, Inc. is an Equal Opportunity Employer. We consider the best qualified individuals available, without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

By submitting your resume for this position, you understand and agree that Universal Insurance Holdings, Inc., may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.