IT Support Lead

Howden•New York, NY

1d•Hybrid

About The Position

Howden is a global insurance group with employee ownership at its heart. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden. The IT Support Lead will provide 1st to 3rd line support for regional US employees, acting as the first point of contact for all high priority Incidents and requests for executives and senior business stakeholders. This role involves maintaining an excellent standard of support, building relationships with key executives and their PAs, and managing tickets via the group service management tool, ServiceNow. The position requires advanced troubleshooting skills for mobile devices (Apple & Android), taking ownership of wider impacting issues, and performing root cause analysis. The IT Support Lead will liaise with and delegate tasks to relevant support teams for escalation, and will be responsible for daily checks, triage, and support of on-site AV systems and conference rooms. Local printer support, including liaising with 3rd parties for prompt diagnosis and remediation, is also a key responsibility. The role includes Active Directory Users and Computer administration, Microsoft product support (Windows 11, O365), basic MAC OS X support, and basic network troubleshooting skills. The IT Support Lead will participate in ad-hoc support requests, desk moves, desk-side support, and home visits. The role requires supporting the Connecticut office up to two days per week and may involve travel to other US office locations to support senior executives during business-critical conferences/meetings. Ensuring adequate in-office support cover throughout core business hours (7 am to 7 pm, Mon-Fri) is essential, with potential for weekend and out-of-hours support where necessary.

Requirements

IT industry experience
Microsoft Windows 11
Microsoft Office M365
Microsoft Teams
Video Conferencing Technologies
Apple OSX/Apple Mobile
Active Directory
Mimecast
ITIL Best Practice
Remote Support Tools
Incident, Request, Problem and Change Management
Knowledge of administrative and clerical procedures
Relevant professional IT qualifications
ITIL Foundation V4
An understanding of the importance of excellent customer service and a “can do” attitude
Excellent communication skills, both written and verbal
The ability to interact confidently with senior management, clients and colleagues
The ability to work very well in a team environment
The ability to think logically and remain calm under pressure
Strong prioritisation skills and ability to follow process
Patience and empathy when dealing with customers and colleagues
Effective problem solving skills based on clear reasoning and sound rationale
Tactful, diplomatic and able to thrive in an ever-changing environment
Ability to work pro-actively, under pressure and independently with minimal direction
A good understanding of mobile devices, such as Apple smartphones and tablets
Strong background in Microsoft products, Microsoft Office and Windows versions
Familiarity and comfort in using web conferencing, collaboration tools and applications such as Microsoft Teams, Zoom, WhatsApp, Cisco Webex etc.

Responsibilities

IT Support Lead, providing 1st to 3rd line support for regional US employees.
1st point of contact for all high priority Incidents and requests for executives and senior business stakeholders.
Maintaining an excellent standard of support, and building relationships with key execs/PA’s
Managing tickets via group service management tool, ServiceNow
Mobile device support and advanced troubleshooting skills (Apple & Android technologies)
Advanced troubleshooting, taking ownership of wider impacting issues and root cause analysis
Liaising with and delegating tasks to relevant support teams for escalation
Daily checks, triage and support of on-site AV systems and conference rooms
Local printer support, inc Liaising with 3rd parties to ensure prompt diagnosis and remediation.
Active Directory Users and Computer administration
Microsoft product support (Windows 11, O365)
Basic MAC OS X support
Basic network troubleshooting skills
Participate in ad-hoc support requests, Desk moves, Desk side support and home visits.
Supporting the Connecticut office up to two days per week.
Travel to other US office locations to support senior executives during business-critical conferences/meetings.
Ensuring adequate in-office support cover throughout core business hours 7am to 7pm (Mon-Fri)
Potential for weekend support and out of hours support where necessary (inc weekends and Bank holidays)