Regional IT Site Support Manager

Chubb•Philadelphia, PA

4d•Onsite

About The Position

Chubb’s Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally through technology programs, deliveries and innovative solutions. With an extreme focus on the end user and a drive for excellence, the organization owns and oversees activities that support new ways of working to help improve productivity and simplify the technology experience. We are looking for a site End User Services Regional Site Support Manager that will oversee end user support teams across multiple North America sites in order to assist employees, new hires and contractors with technical issues related to their PC’s, mobile devices, and peripherals. The role holder will collaborate with leadership and other End User Services Regional Site Support Managers to ensure the implementation of policies and procedures related to end user technology and will have excellent customer service skills and a positive attitude. The candidate will be based in our main campus sites in Whitehouse Station (NJ), Philadelphia (PA), or Jersey City (NJ) and will help to drive standards with Chubb’s site support teams globally. Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally. At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.

Responsibilities

Lead a team of Site Support professionals and team leads/managers, providing guidance, mentoring, and fostering a collaborative and high-performance culture
Serve as an escalation point in supporting the site support teams as they remediate PC/peripheral/mobile device hardware and software issues and incidents related to internal and external applications including all Microsoft products.
Ensure Site Support teams are continuously trained to support standard technology deployed at Chubb campus such as printers, digital scanners, smart devices, meeting room scheduling and video conferencing technology
Validate that Site Support teams configure and build hardware; install and configure software based on user service requests and within approved Chubb policies/controls
Train and guide staff on any changes to hardware and software usage policies
Ensure all members of the team are aware of patch compliance for PCs and drive continuous adherence to policies
Serve as technical SME for Site Support operations and collaborate with End User Computing Engineering and Operations to ensure Site Support perspective is considered when setting strategic objectives. Ensure that Site Support is aware of changes and is ready and able to support the operating environment that aligns Chubb’s strategic vision and objectives.
Lead Knowledge Transfer related to Chubb technology to their team as it relates to changes to technology at sites. Included but not limited to Telephony, Meeting and Collaboration and End User Computer hardware/software
Report on help desk tickets metrics for teams within their region
Drive the team’s capability to support end users both physically in the office as well as working remotely
Identify trends and propose solutions to peers and management team to remediate identified issues for the technology at the sites
Ensure teams are effectively and adequately maintaining hardware and surplus inventories and processes associated with receiving, processing, and tracking incoming and outgoing equipment
Interact with 3rd party vendors to drive and resolve specific technical problems on behalf of the entire End User Services team
Respond to escalations by phone, chat or email in a timely manner; ensure leadership awareness for critical users/incidents
Drive ownership of role related tasks to team
Ensure that additional scope and responsibilities of the Site Support technicians is understood and accepted. Drive a culture of change to move from a Deskside/PC Support mindset to a Site Support mindset for all technology at the site
Work with the team to ensure new hire setups, including coordination and configuration of equipment is done on time
Demonstrate a high level of professionalism, interpersonal skills, and team-oriented attitude
Demonstrate active listening skills with ability to act with sensitivity and empathize with end user’s situation and drive the team to offer thoughtful and timely solutions
Drive team to consistently document resolutions to desktop issues and propose solutions to root cause problems in order to improve knowledge across the entire team
Identify opportunities to improve, automate, or simplify processes or systems
Serve as a key contact and representative of IT for projects and initiatives such as: Office Moves and Real Estate Initiatives Hardware Refreshes Major Software Roll Outs Desktop Migrations Security Implementations and Compliance issues Standardization of End User Services to align the EUS catalogue of services globally.
Train and guide staff on hardware and software usage
Document resolution to desktop issues, propose solutions to root cause problems.
Interact with 3rd party vendors to drive and resolve specific technical problems.
Identify opportunities to improve, automate, or simplify processes or systems.