Manager, End User Support

Arch Capital Group; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading insurance service provider in Greater London seeks an IT Support Manager. You will be responsible for owning the IT Support function, managing daily operations, and ensuring effective communication. Leadership in team development and vendor relationships is essential. The ideal candidate will have a track record in managing IT support environments, ensuring customer satisfaction, and maintaining high-quality standards. This role presents an opportunity to influence operational metrics and drive the department's success.

Qualifications

• Proven experience in managing IT support functions.
• Strong leadership skills with a focus on team development.
• Ability to establish effective relationships with vendors.

Responsibilities

• Own the IT Support function and be the single contact for all escalations.
• Manage the daily workload distribution and communication of the End User Support department.
• Define, engineer, and maintain end user and telecommunication technologies.

Skills

IT Support Management

Team Leadership

Budget Management

Vendor Relationship Management

Technical Expertise

Job description

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℠.

• Owner of the IT Support function in IT. Single point of contact for all Support escalations.
• Accountable for End User Support department’s day to day workload distribution, prioritization, scheduling and communication.
• Manages Arch MI’s Service Desk function to prescribed SLAs and defines new valuable quality measurements.
• Responsible for defining, engineering, maintaining, upgrading end user and telecommunication technologies
• All solutions implemented and operated should be done with balance of best in industry and efficiency in mind.
• Responsible for the operation and long-term vision for our virtual desktop and application deployment approaches.
• Manages the department cost center including budgeting, monitoring approvals, expenses and cost variance reporting.
• Facilitates end user communication identifying solutions, timing and messaging of System Notification related updates. Obtains necessary approvals when applicable.
• Develops and maintains relationships with external vendors and monitors or adopts product roadmaps related to desktop technology.
• Develops and maintains policies / procedures for customer complaints / requirements to area of designated product responsibility to ensure customer satisfaction and regulatory compliance.
• Supports other Arch MI business initiatives by providing technical expertise and customer support when appropriate.
• Manages all planning, deadlines and deliverables for desktop, voice or mobile end points related projects by ensuring that all resources are allocated & deadlines are met.
• Establishes and maintains corporate customer support metrics. Communicates with senior management to report on operational metrics and other key performance indicators.
• Manages staff to accomplish results through effective recruitment, selection, training, development, performance management and recognition

14101 Arch Europe Insurance Services Ltd