Company:NICO National Indemnity Company
As a member of the Berkshire Hathaway group of insurance companies, we offer outstanding opportunities for professionals interested in working with a successful company. We offer unparalleled financial strength, stability and "large company" benefits, in addition to an exciting, friendly, "small company" atmosphere.
Serves as the supervisor of the IT Service Desk team. Plans and organizes the work of others. Oversees the coordination and management of technology related work orders ranging from minor repairs/enhancements to major incidents. Requires a detailed understanding of all aspects of the company's Service Operations Help Desk software. Oversees and, as needed, participates in monitoring systems/network activities, responding to phone calls and alerts, diagnosing problems and notifying appropriate parties as defined by documented procedures. Oversees the use of existing documentation to identify, troubleshoot and repair problems. Serves as focal point for coordinating Service Desk activities during critical incidents. Leads Service Desk activities in evaluating, testing, and accepting proposed production changes to the infrastructure. Represents Service Desk on Network IT Change Control Board.
Essential Duties and Responsibilities:
Leads Service Desk efforts to oversee, perform and ensure monitoring of key resources which provide system/network status and exceptions; responding appropriately and as necessary to notifications and alerts which indicate a situation requiring attention; taking proper actions in response to the situation/incident; contacting appropriate parties; tracking the incident status and progress; providing communication as appropriate to interested parties; and escalating as necessary as defined by documented procedures. 25% Daily
Designs activities of unit personnel by determining work procedures, issuing written and oral instructions, analyzing and resolving work problems, and assisting employees in solving work problems. Interviews job candidates and initiates or recommends personnel actions including hiring, promotions, transfers, discharges, disciplinary methods, performance appraisals, salary adjustments, and staffing levels. Completed in conjunction with other duties.
Ensures customer service to Company's internal and, on occasion, external customers by supervising those who answer Service Desk phones; by identifying and clarifying reported issues, by monitoring help desk e-mail and assigning, creating, and by managing work orders as needed. 15% Daily
Oversees the resolution of first level work orders when proper documentation exists and required rights and access have been granted. Oversees the use of various systems and network applications and interfaces to troubleshoot and resolve first level support issues. 10% Daily
Oversees the use of pre-established guidelines for incident management and escalation. Identifies, documents, manages, and escalates urgent work orders to the appropriate team for immediate attention and timely resolution. Assists in the resolution of more complex or sensitive work orders. 10% Daily
Supervises, designs, and leads quality assurance efforts performed by the Service Desk. This includes sitting on the Network IT Change Control Board, reviewing planned infrastructure changes, developing the test plan, and providing an independent validation of the planned change as a prerequisite of leaving it in production. Has accept/reject authority over changes that don't properly meet acceptance criteria. 10% Daily
Supervises and/or performs works closely with the IT Desktop Support Team to ensure proper Work Order management. Troubleshoots, with network staff and desktop support management, difficult and time-sensitive problems; creates actions for resolution; and assists in the resolution of various network problems.
Oversees the performance of mainframe operations duties such as running and monitoring test and production jobs, printing, and backups. 5% Daily
Refers to appropriate management those items requiring approval for software or rights/access. Subsequently works with the IT Admin Team to procure hardware and software as required in order to resolve an issue or enable a particular activity. 5% Daily
Oversees the on-boarding of new users including software and network account setup, workstation configuration, and training of coworkers to use and understand all hardware, software, and other related tools. 5% As Needed
Supervises and works with Service Desk members to craft, proofread, and send IT-Alert messages to the appropriate user groups. 5% As Needed
Supervises and works with Service Desk member to create and update Service Team documents and procedures such as the assignment tree, Service Team Handbook, and the help desk software's knowledge base.
5% As Needed
Additional Duties and Responsibilities:
Supervises and performs related duties and participates in special projects as situations dictate.
Knowledge, Skills, and Abilities: (*minimum qualifications needed to perform essential job function)
*Bachelor degree in computer engineering, computer science or related field or equivalent experience
*Data processing procedures
*3-5 years related work experience
*Workstation software such as Microsoft Office
*Workstation hardware knowledge
*Windows desktop & server operating systems
*Troubleshooting / Problem determination skills
*Has knowledge of commonly-used concepts, practices, and procedures for IT-related items
Department practices and procedures
Familiarity with Service Desk and Service Management concepts and practices
Insurance related background
Previous supervisory experience
Microsoft desktop products
*Strong customer service and relationship management skills
*Ability to coordinate required resources to respond to complex IT requirements are a must
*Must be well spoken, outgoing, organized detailed-oriented, dependable and flexible.
*Manage people and customer expectations
*Analyze Company business information needs and procedures
*Maintain strict confidentiality
*Work with detail and accuracy
*Train others in use of computer systems
*Excellent oral and written communication with all levels of the organization
*Ability to lift up to 50 lbs.
*Respond well to demands on time and resources
*Passion for teamwork, problem solving and providing exceptional customer service