Description

JOB DESCRIPTION

Chubb's Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally through technology programs, deliveries and innovative solutions. With an extreme focus on the end user and a drive for excellence, the organization owns and oversees activities that support new ways of working to help improve productivity and simplify the technology experience.

We are looking for a site End User Services Regional Site Support Manager that will oversee end user support teams across multiple North America sites in order to assist employees, new hires and contractors with technical issues related to their PC's, mobile devices, and peripherals. The role holder will collaborate with leadership and other End User Services Regional Site Support Managers to ensure the implementation of policies and procedures related to end user technology and will have excellent customer service skills and a positive attitude.

The candidate will be based in our main campus sites in Whitehouse Station (NJ), Philadelphia (PA), or Jersey City (NJ) and will help to drive standards with Chubb's site support teams globally.

Key Responsibilities:

• Lead a team of Site Support professionals and team leads/managers, providing guidance, mentoring, and fostering a collaborative and high-performance culture
• Serve as an escalation point in supporting the site support teams as they remediate PC/peripheral/mobile device hardware and software issues and incidents related to internal and external applications including all Microsoft products.
• Ensure Site Support teams are continuously trained to support standard technology deployed at Chubb campus such as printers, digital scanners, smart devices, meeting room scheduling and video conferencing technology
• Validate that Site Support teams configure and build hardware; install and configure software based on user service requests and within approved Chubb policies/controls
• Train and guide staff on any changes to hardware and software usage policies
• Ensure all members of the team are aware of patch compliance for PCs and drive continuous adherence to policies
• Serve as technical SME for Site Support operations and collaborate with End User Computing Engineering and Operations to ensure Site Support perspective is considered when setting strategic objectives. Ensure that Site Support is aware of changes and is ready and able to support the operating environment that aligns Chubb's strategic vision and objectives.
• Lead Knowledge Transfer related to Chubb technology to their team as it relates to changes to technology at sites. Included but not limited to Telephony, Meeting and Collaboration and End User Computer hardware/software
• Report on help desk tickets metrics for teams within their region
• Drive the team's capability to support end users both physically in the office as well as working remotely
• Identify trends and propose solutions to peers and management team to remediate identified issues for the technology at the sites
• Ensure teams are effectively and adequately maintaining hardware and surplus inventories and processes associated with receiving, processing, and tracking incoming and outgoing equipment
• Interact with 3rd party vendors to drive and resolve specific technical problems on behalf of the entire End User Services team
• Respond to escalations by phone, chat or email in a timely manner; ensure leadership awareness for critical users/incidents
• Drive ownership of role related tasks to team
• Ensure that additional scope and responsibilities of the Site Support technicians is understood and accepted. Drive a culture of change to move from a Deskside/PC Support mindset to a Site Support mindset for all technology at the site
• Work with the team to ensure new hire setups, including coordination and configuration of equipment is done on time
• Demonstrate a high level of professionalism, interpersonal skills, and team-oriented attitude
• Demonstrate active listening skills with ability to act with sensitivity and empathize with end user's situation and drive the team to offer thoughtful and timely solutions
• Drive team to consistently document resolutions to desktop issues and propose solutions to root cause problems in order to improve knowledge across the entire team
• Identify opportunities to improve, automate, or simplify processes or systems
• Serve as a key contact and representative of IT for projects and initiatives such as:
  • Office Moves and Real Estate Initiatives
  • Hardware Refreshes
  • Major Software Roll Outs
  • Desktop Migrations
  • Security Implementations and Compliance issues
  • Standardization of End User Services to align the EUS catalogue of services globally.
  • Train and guide staff on hardware and software usage
  • Document resolution to desktop issues, propose solutions to root cause problems.
  • Interact with 3rd party vendors to drive and resolve specific technical problems.
  • Identify opportunities to improve, automate, or simplify processes or systems.

Requisition #: 32123

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