What are the responsibilities and job description for the IT Help Desk Supervisor- In Office position at Windward Risk Managers?
Job Details
Description
Position Summary:
We are seeking a results-driven and customer-focused Help Desk Manager to lead our Help Desk Team. You will ensure prompt technical support, oversee service level agreements, and streamline help desk processes in an enterprise-level insurance environment. You will also collaborate with cross-functional IT teams to deliver exceptional internal customer experience and maintain regulatory compliance.
Essential Functions:
• Lead and Mentor the Help Desk Team: Supervise Tier 1–3 support staff, assign responsibilities, and develop training programs that elevate customer service standards.
• Optimize Ticketing and Escalation Procedures: Drive swift resolution of priority incidents, track KPIs, and continuously refine procedures to minimize downtime and repeat issues.
• Manage Asset Deployment and Inventory: Oversee hardware and software rollouts, coordinate shipping and receiving of equipment, and ensure devices comply with security and audit policies.
• Champion Process Improvements: Build and maintain a robust internal knowledge base, reduce repetitive tickets, and automate routine tasks to save time and resources.
• Collaborate with IT Security and Compliance Teams: Ensure all help desk processes align with industry regulations and internal governance, participating in regular audits and risk assessments.
• Oversee Onboarding and Offboarding: Create streamlined workflows for new hires, transfers, and terminations, coordinating closely with HR to safeguard data integrity and compliance.
• Monitor Team Performance: Track and report on service levels, escalation rates, and ticket resolution times. Provide consistent feedback and professional development opportunities.
• Coordinate After-Hours Support: Establish on-call rotations to guarantee 24/7 coverage for mission-critical issues.
Qualifications
Required Education and Experience:
- Bachelor’s degree in information technology, Computer Science, or a related field preferred. Equivalent experience and certifications will be considered.
- 3–5 years of leadership experience in a help desk or technical support environment, preferably in the insurance or financial services sector.
Technical Expertise:
- Strong familiarity with ticketing systems (e.g., ServiceNow, Jira) and remote support tools.
- Solid understanding of Windows OS, Office 365, Active Directory, and basic networking protocols. Experience with security and compliance tools is a plus.
Leadership and Communication:
- Proven ability to develop and motivate a high-performing support team.
- Excellent interpersonal skills, with the ability to communicate complex technical information clearly to non-technical staff.
Problem-Solving Abilities:
- Demonstrated track record of analyzing service desk data, identifying trends, and implementing solutions that improve organizational efficiency.
