Application Support Center Manager

Zurich North America; Remote; USD 65,000 - 108,000; Full time

Job summary

A leading risk management firm is seeking an Applications Support Center Manager to lead our help desk operations. This role requires managing workload, providing excellent customer support, and training staff. Candidates should have a Bachelor's degree or equivalent experience in the field. The position offers a competitive salary between $65,900.00 and $107,900.00, alongside a 10% bonus and comprehensive benefits. Join us and help shape the future of customer success in a supportive environment.

Benefits

Competitive Salary

Comprehensive Benefits

Short-term Incentives

Qualifications

• Bachelors Degree with 5+ years in Application Support or 7+ years with a High School Diploma.
• Experience in using proprietary applications and support processes.
• Knowledge of problem management systems is preferred.

Responsibilities

• Responsible for managing workload and staff in the applications support area.
• Provide first and second level help desk support for IT incidents and requests.
• Manage training for Help Desk analysts and end users.

Skills

Application Support

Problem Management Skills

Help Desk Support

Flexible Schedules

Customer Experience

Education

Bachelor's Degree

High School Diploma or Equivalent

Tools

Peregrine Service Center

Remedy

Job description

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.

Key Accountabilities

• 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.

Basic Qualifications

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

Preferred Qualifications

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

The proposed Salary range for this position is $65,900.00 - $107,900.00, with short-term incentive bonus eligibility set at 10%.

We offer competitive pay and comprehensive benefits for employees and their families. Learn more about Total Rewards here.

Why Zurich?

At Zurich, we value your ideas and experience. We offer growth, inclusion, and a supportive environment—so you can help shape the future of insurance. Zurich North America is a leader in risk management, with over 150 years of expertise and coverage across 25+ industries, including 90% of the Fortune 500®.

Zurich in North America does not discriminate based on race, ethnicity, color, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. Equal Opportunity Employer disability/vets.

Zurich complies with 18 U.S. Code

• 1033.

Zurich does not accept unsolicited CVs from agencies. Preferred vendors should use our Recruiting Agency Portal.

Location(s): AM - Illinois Virtual Office, AM - Remote Work (US)

Remote Working: Yes

Schedule: Full Time

Employment Sponsorship Offered: No

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