Onsite IT Service Center Manager

Tokio Marine HCC – A&H Group; Houston (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive medical, vision, and a/d

401(k) plan with company match

PTO and holidays

Parental leave

Job summary

Tokio Marine HCC – A&H Group is seeking an IT Service Center Manager in Houston, TX. This role oversees the IT Service Desk staff and end-user support operations, ensuring efficient handling of incidents and requests in a fully on-site environment.

The ideal candidate will have a Bachelor’s in Computer Science, 6+ years of IT end-user support with 3 years in leadership, and ITIL Foundation/Service Management certifications. Occasional travel may be required as part of the role.

Qualifications

• 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.
• Certifications: ITIL Foundation (Required) ITIL Service Management (Required)

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.

Skills

End user support

Leadership

Communication

Budgeting

Education

Bachelor's Degree in Computer Science

Tools

ITIL

Job description

Tokio Marine HCC – A&H Group is seeking an IT Service Center Manager in Houston, TX. This role oversees the IT Service Desk staff and end-user support operations, ensuring efficient handling of incidents and requests in a fully on-site environment.

The ideal candidate will have a Bachelor’s in Computer Science, 6+ years of IT end-user support with 3 years in leadership, and ITIL Foundation/Service Management certifications. Occasional travel may be required as part of the role.