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IT Service Desk Manager

4 months ago

Lehi, United States PCF Insurance Services Full time

PCF Insurance Services is a premier risk management, benefits design, and insurance brokerage services firm ranked #20 on Business Insurance's 2023 Top 100 Brokers and #12 on Insurance Journal's 2023 Top Property/Casualty Agencies. With 3,100 professionals across the U.S., PCF Insurance Services harnesses the power of its Agency Partner network to provide world-class service and unparalleled solutions to its clients. As the #1 Fastest-Growing Company in Utah in 2021, 2022 and 2023 and #247 Inc. 5000 Fastest-Growing Private Companies in America, our commitment to excellence is unmatched. At PCF Insurance Services, we foster a dynamic and inclusive work environment, encouraging growth and innovation while valuing each team member's contributions. Join our exceptional team and help shape the future of the insurance industry.


Role Summary:

As a rapidly growing national organization, the IT Operations Department at PCF Insurance Services is looking for a full-time IT Service Desk Manager. This position requires advanced knowledge and experience in providing frontline IT support in a corporate environment, supporting users in person and remote, and excellent leadership experience managing a team.

Responsibilities:

  • Manage ticket queue, oversee support provision, and ensure timely resolution of incidents or requests.
  • Facilitate identification, troubleshooting, and resolution of software, hardware, and network failures within the team.
  • Supervise the installation, configuration, upgrades, repair, and preventative maintenance of software, hardware, and systems, including MS Office 365, OS X, and Windows (Vista/7/8/10/11).
  • Support the user management processes in MS Azure Active Directory, including account creation, disabling, removal, resetting, and permissions configuration, while overseeing user group management.
  • Ensure comprehensive documentation of tickets for continuity of information and adherence to customer service standards.
  • Conduct performance conversations, provide mentorship, and oversee the development of less experienced team members, while managing the workflow and day-to-day operations.
  • Coordinate endpoint management efforts, including the development, configuration, and testing of new software and IT management tools, within a constantly evolving environment.
  • Oversee the onboarding process for new employees, ensuring smooth account creation, workstation configuration, and phone setup.
  • Provide training to end users on IT acceptable use policies and procedures, ensuring adherence across the organization.
  • Supervise the documentation and maintenance of company IT inventory, ensuring accuracy and completeness.
  • Lead and/or participate in Service Desk related projects, ensuring alignment with organizational goals and objectives.
  • Facilitate knowledge transfer to junior members for continuous improvement and skill development within the team.
  • Manage the after-hours and weekend support calls rotation, ensuring adequate coverage and support availability.
  • Address any other ad hoc IT support duties as needed, while effectively managing resources and priorities.

Skills and Qualifications:

  • Minimum 4 years of IT technical experience in a corporate service desk environment.
  • Minimum 1 year of leadership experience managing a team of direct reports.
  • Security+; ITIL® V3 or ITIL® V4 certifications; other relevant certifications.
  • Knowledge and experience working with MS Exchange Online (administering users, creating mailboxes, managing mailboxes, e-mail addresses, etc.).
  • Knowledge and experience working with Microsoft 365 (assigning users, enabling features, resetting a password, assigning licenses, etc.).
  • Experience in supporting IT services for large enterprise organizations of 4,000 or more users.
  • Must be able to produce detailed, accurate, technical documentation.
  • Diverse, multi discipline experience, collaborating with other IT teams in different areas, (e.g., networks, messaging, desktop management, storage, application support, etc.).
  • Excellent written and verbal communication skills are required.
  • Experience with developing and implementing service desk policies or procedures preferred.
  • Experience with developing and implementing service desk support tools preferred.
  • Excellent customer service skills
  • Motivated and self-managing
  • Team-oriented personality: positive attitude and cooperative disposition
  • Problem-solving mentality and critical thinking skills, excellent planning and organization skills, and ability to accept and make changes according to feedback.

Physical Requirements:

  • Be able to lift 50 lbs.
  • This position requires long periods of sitting using a computer

Compensation: $75,000 to $95,000


Location: Onsite - 2500 Executive Pkwy # 200, Lehi, UT 84043


Schedule: FT Hours of Operation M-F 8:00 AM- 5:00 PM


Benefits:

  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Flexible Paid Time Off + 11 paid holidays
  • 401K



PCF Insurance Services is an equal opportunity employer. We believe that every employee has the right to work in an environment that is free from all forms of discrimination. It is our policy that all decisions involving any aspect of the employment relationship such as hiring, compensation and training, promotions, transfers, discipline and termination will be based on merit, qualifications and abilities. Such decisions will be made without regard to age, ancestry, color, race, national origin, disability, protected medical condition, genetic information, military service, veteran status, citizenship status, religion, creed, sex, gender, gender identity, sexual orientation, pregnancy, childbirth, marital status or any other condition, characteristic or activity protected by law. Discrimination based on any of these factors is contrary to our operating philosophy.