Manager, End User Support

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