Epic Support Manager

Job Title:  Epic Support Manager 

Department:  Agency Business Applications 

Location:  Any Acrisure Location (4 days onsite, 1 day remote) 

About Acrisure  

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more. 

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.  

Job Responsibilities: 

• Manage service desk operations: Manage a team of Epic support specialists utilizing ServiceNow as the service delivery platform.   

• Triage management: Manage a triage grid for support service desk services.  

• Monitor and review performance: Ensure service level compliance, productivity, quality assurance data, and service ticket trends for corrective actions.  

• Support escalations and issues: Address escalations, ensuring proactive problem resolution and continuous communication on trouble tickets. Communicate with teams during an outage or widespread problem.  

• Optimize processes and procedures: Standardize and improve procedures, conduct data analysis for improvement opportunities, and document policies for consistent service desk processes.  

Project management:   

• Coordinate and manage incidental projects: Thoroughly understand the project's scope, objectives, and specific tasks and manage execution and delivery. Provide operational support coordination, communications, and continuity of services   

• Communication management: Send all communications for pre, post, and cutover conversion deployments and those related to system upgrades, and any work related to scheduled maintenance.    

Team Leadership and Development  

• Set strategic direction: Establish goals, strategic direction, and professional development plans for team members.   

• Team Management: Manage team schedules, attendance, and adherence; provide real-time feedback on attendance and productivity. Provide coordination of tasks.   

• Conduct performance evaluations: Lead weekly one-on-ones, quarterly check-ins, annual reviews, and provide daily coaching to enhance performance.  

• Deliver feedback and manager performance: Recognize achievements and manage performance improvement plans, including disciplinary actions when needed.  

• Mentor and train team members: Mentor staff, manage a comprehensive training strategy, and establish training for new hires.  

Recruitment and Retention  

• Recruitment and retention: Collaborate with HR and branch offices to recruit quality technicians; interview candidates, schedule new hire training, and onboarding.   

Stakeholder Engagement and Industry Awareness  

• Stakeholder relationship building: Maintain relationships with key stakeholders, cross functional teams, and software vendors, ensuring alignment on service desk operations, client needs, and vendor upgrades.  

• Stay updated on industry trends: Stay current with industry standards and trends to inform strategic improvements and service desk processes.  

• Represent service desk in corporate initiatives: Participate in the corporate change review process, manage communications and process updates, and ensure service desk readiness.  

Reporting and Metrics  

• Performance and satisfaction reporting: Develop and maintain performance metrics and satisfaction surveys, distributing operational reports (daily, weekly, monthly, quarterly) to monitor and improve team performance.  

• Policy and knowledge management: Create and maintain knowledgebase articles and standards, document Level 2 & 3 policies and procedures.   

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management.  

Requirements: 

• Applied Epic required or similar agency management software experience.   

• Proficiency in Microsoft Office Suite and M365 including SharePoint, OneDrive, and Teams.   

• Experienced with Windows desktop operating systems.   

• Familiar with Monday.com  

• Strong customer service skills and experience delivering excellent customer experiences.   

• Ability to multitask, prioritize, maintain a sense of urgency, work independently, and use discretion surrounding sensitive information.  

• A positive, team-oriented attitude is necessary to deal with a large variety of personalities.   

• Ability to communicate technical details to clients of diverse technical background.   

• Must be analytical, organized, and detail oriented with good verbal and written communications skills.   

• Must have a high level of problem-solving skills.   

• Technical writing capabilities to design and deploy knowledge base articles for customer education and internal training.   

• This position will occasionally work over a weekend to provide support during go lives.  

• Ability to travel, limited to 2-4 times annually.  

Education/Experience: 

• Bachelor’s degree or the recognized equivalent in education and experience required.  

• Minimum of three years of advanced Applied Epic experience required.   

• ServiceNow or equivalent service management platform experience desired.  

• Work experience as a help desk supervisor or manager preferred.   

Benefits & Perks: