The Position:
Join Arch as we reimagine the End User Services organization! You will be responsible for the day-to-day management and oversight of the Desktop Support organization and will be accountable for the strategic direction and successful delivery of Project and Operational activities. As we focus on being a key enabler for productivity and scalability for Arch, you will need to drive consistent execution across the team including core activities such as the Onboarding process for new joiners as well as new sites openings. You will be responsible for analyzing common ticketing trends to drive proactive problem management/automation/self-service capabilities.
Job Responsibilities:
- Day to day management of the desktop support team
- Oversee break fix
- Deploy/replace new hardware
- Responsible for budget, annual goals, and objectives
- Build a cohesive team and develop structure & direction to meet or exceed customer needs.
- Manage “white glove” support model supporting executives as well as high-profile meetings (Town Halls/Board Meetings/Earnings calls)
- Manage, measure, and track SLA adherence, resolution rate/time to resolve, and customer satisfaction
- Supervising Desktop support, Level 1 & 2 support, and managing 3rd parties (including VARs and Field Dispatch)
- Ensure compliance for various IT assets, product licenses and procedures
- Identify, review, select and implement new technologies to improve the stability, safety and security of devices
- Create/maintain a competitive organization by attracting, developing, and retaining talent to ensure people with the right skills & motivations are in the right place at the right time to meet business needs.
- Travel as needed (5-10%)
Required Skills/Experience:
- 7-10 years in the IT industry
- Must be based in the eastern standard time zone
- Budgetary experience
- Well versed in ITIL principles and best practices with a focus on proactive problem management
- Experience supporting and maintaining AV / Video conference technology
- Experience managing global leaders as well as non-management direct reports
- Experience managing and interfacing with hardware vendors (including VARs and Field Dispatch)
- Strong project management skills and demonstrated ability to execute
- Experience with Asset Management and end user equipment inventory best practices
Desired Skills/Experience:
- Demonstrated automation experience
- Insurance/Reinsurance experience
- Experience with ServiceNow
- Merger & Acquisition experience
- Deep technical knowledge of Intune and SCCM
Education:
- Bachelors Degree in a relevant field
The Company:
Arch Capital Group Ltd. is a Bermuda-based company which provides insurance, reinsurance and mortgage insurance on a worldwide basis. Arch Capital Services LLC provides support and expertise to entities across ACGL to help them operate effectively and efficiently.
With a company culture rooted in collaboration, expertise, and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.
Our Values — to work hard and smart, embrace the power of teamwork, continually pursue innovation and improvement, exhibit honest and integrity in all we do, and strive to make a difference — define and shape our behaviors and our culture.
We believe a diverse workforce and commitment to inclusivity help fuel our success. Our people are one of our greatest strengths, and we strive to attract, develop, engage and retain top talent with career opportunities and a comprehensive Benefits package. Learn more about #TeamArch and #LifeAtArch on our Careers page or on LinkedIn.
For individuals assigned or hired to work in Jersey City, New York City, and/ or Westchester County, the base salary range is $170,238 to $230,322 as of the time of posting. Position is incentive eligible.
Total individual compensation (base salary, short and long-term incentives) offered will take into account a number of factors including but not limited to geographic location, scope and responsibilities of the role, qualifications, talent availability and specialization, as well as business needs. The above range may be modified in the future.
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