Application Support Center Manager

Zurich Insurance•Peoria, IL

3d•Remote

About The Position

Zurich North America is hiring an Applications Support Center Manager to join our team! We are open to hiring talent remote in Illinois. Purpose: Responsible for function, staff and activities associated with the identification, prioritization and management of work load. Oversees first level, second level, and back desk technical and supervisory support for IT issues and service requests, to internal Zurich staff and partners, delivering an excellent customer experience in line with departmental service standards.

Requirements

Bachelors Degree and 5 or more years of experience in the Application Support areaOR
High School Diploma or Equivalent and 7 or more years of experience in the Application Support areaAND
Must work flexible schedules
Knowledge of proprietary applications and support processes

Nice To Haves

Experience with problem management system, preferably Peregrine Service Center and/or Remedy

Responsibilities

Provides comprehensive and expanded first and second level help desk support for IT incidents, problems and service requests.
Conducts problem determination, and resolves incidents involving highly complex issues using documented procedures and available tools.
Updates documented procedures and tools based on in depth experience and knowledge gained from actual use incorporating these updates into revised versions of the procedures and tools. Escalates to internal partners or external vendors while meeting or exceeding defined service level expectations.
Resolves problems escalated from within the Help Desk, providing resolution knowledge and feedback to less experienced staff.
Initiates escalation as appropriate to ensure management awareness of severe problems or problems that are exceeding documented target resolution times.
Actively participates in end user and Help Desk analyst training by providing materials, conducting training, or attending training in the role of subject matter expert.
Develops and implements continuous service improvement initiatives, provides service desk performance reporting and analysis and acts as deputy for service desk manager.
Business Travel, as required
Extended Hours during Peak Periods/Shift Work/Holiday Work, as required
Regular Predictable Attendance
Visibility in the Office, as required
Helpdesk is an operation, which requires flexible working hours depending on local needs.