IT Service Center Manager

Job Title: IT Service Center Manager

Location: Houston, TX (5 days onsite)

Reports To: Senior Manager, IT End User Services

Employment Type: Full time

About Us

Help us insure it. Tokio Marine HCC is a leading global specialty insurance group, backed by the strength and stability of the Tokio Marine Group. With more than 50 years of sustained growth and profitability, and offices across the United States, the United Kingdom, Europe, and other international locations, we offer more than 100 classes of specialty insurance-covering everything from the crops that feed us and the concerts that entertain us to rescuing travelers abroad.

Guided by our Mind Over Risk philosophy, we empower clients to pursue opportunities with confidence while fostering a culture rooted in innovation, collaboration, and trust. Always Advancing, we embrace an entrepreneurial spirit; as Experts in Tomorrow, we anticipate what's next; and by Reaching Out, we build genuine connections that enable our people and our business to thrive.

Role Overview

Manages and coordinates IT Service Desk technicians and activities of IT Service Desk Technicians/Representatives engaged in assisting computer users with hardware and software questions and problems to develop or modify complex and difficult information systems.

Key Responsibilities

• Manage the environment responsible for processing of incoming support requests via managed platforms to ensure courteous and effective resolution of end user issues.
• Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem.
• Provide escalated-tier support to end users for managed environments, managed applications, and managed solutions.
• Monitor, review, and recommend system modifications to reduce user problems and optimize workflows to improve user IT experiences.
• Research and remain knowledgeable of technical advancements in IT Service Desk.
• Ensure the timely process through which problems are controlled including problem recognition, research, isolation, resolution, and follow-up steps.
• May be responsible for leading, directing, training in the technical complexities of system development and for developing others assigned to assist in accomplishing project goals.
• Plan, conduct, and supervise assignments, review and evaluate project results.
• Recommend changes in projects, assignments, and procedures.

Evaluate the performance of direct reports, provide feedback, and implement strategies for improvements.

Serve as key stakeholder for all End User Lifecycle systems and processes.

Serve as principal authority for onboarding schedules and procedures.

Key Competencies

• Planning

• Develop work plans, establish timelines, and set goals for assigned work unit.

• Assign resources as needed ensuring coverage for all hours of operation.

• Meet commitments on deadlines.

• Communication

• Communicate team or group results to management and make appropriate recommendations.

• Prepare written and verbal presentations to convey information.

• Facilitate face to face in-person support for walk-up engagements in an interrupt driven environment.

• Cost Management

• Drive improvement in existing business processes and assist in the identification and implementation of new processes.

• Assist in development and is accountable for budget for work unit.

• Work within financial objectives set by management.

• Business Controls and Policies

• Comply with all corporate policies and procedures.

• Identify control objectives for designated function and implement cost-effective controls designed to meet those objectives.

• Test controls to determine if they are performing as intended.

• People Management

• Has full HR responsibility for direct reports including making hiring decisions, training, coordinating work, establishing standards, reviewing work, conducting performance appraisals, and providing coaching or counseling.

What You Bring

• Education:

• Minimum 4 Year / Bachelors Degree in Computer Science, a related field, or the equivalent education and/or experience

• Experience:

• 6 Years of relevant and progressive experience in providing IT end-user support and hardware/software services

• 3 years of leadership experience

• Planning, setting, and tracking of team and individual goals and objectives.

• Possess and have ability to apply broad knowledge of principles, practices, and procedures.

• Excellent written and verbal communications skills with an emphasis on confidentiality, tact, and diplomacy

• Exceptional organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously

• Knowledgeable of industry changes, legal updates, and technical developments related to applicable area of the Company's business to proactively respond to changing business environment

• Budgeting and Financial Management: Responsible for managing budgets, allocating resources, and controlling costs within the department.

• Certifications:

• ITIL Foundation (Required)

• ITIL Service Management (Required)

Travel (if required/needed)

Occasional travel (up to 10% of time)

What We Offer

• Competitive salary and comprehensive medical, vision, and dental benefit package, with eligibility beginning on your date of hire
• Strong learning culture with ongoing development opportunities
• Basic life and disability insurance
• 401(k) plan with 6% company match
• 20 days of PTO, two floating holidays, approximately 11 paid holidays, and volunteer time off
• Paid parental leave
• An opportunity to do meaningful work and love what you do

Equal Opportunity Employer

TMHCC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations, and ordinances.

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