Desktop Support Supervisor

Desktop Support Supervisor

 

HCC Service Company ("HCC Service"), is seeking an Desktop Support Supervisor. HCC Service is a subsidiary of HCC Insurance Holdings, Inc. ("HCC Insurance"), with its common stock trading on the NYSE (symbol:  HCC). This position will report to our Northwest Houston office. HCC Insurance has assets exceeding $8.1 billion and shareholders’ equity of over $2.4 billion. HCC Insurance is an international insurance company and a leading specialty insurance group with offices across the United States and in Bermuda, Spain, Ireland, and the United Kingdom.  HCC Insurance operations consist of underwriting agencies; intermediaries; and life, property and casualty insurance companies which are rated AA (Very Strong) by Standard & Poor’s, AA (Very Strong) by Fitch Ratings and A+ (Superior) by A.M. Best Company.  HCC Insurance specializes in diversified financial products; group life, accident & health; general aviation; property; marine and energy; and other specialty insurance. 

 

The Desktop Support Supervisor’s role is to oversee the entire Desktop support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of desktop functions. The Desktop Support Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

The Desktop Support Supervisor will be centered in establishing and enforcing desktop standards. Analyze performance of desktop/Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.  This position will report to the Technical Support Manager

 Responsibilities

· Manage the processing of incoming calls to Desktop Support via helpdesk tracking system to ensure courteous, timely, and effective resolution of end user issues.

· Design and enforce request handling and escalation policies and procedures in coordination with supervisor.

· Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

· Monitor and test fixes to ensure problems have been adequately resolved.

· Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

· Track and analyze trends in Desktop requests and generate statistical reports.

· Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

· Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

· Oversee the development, implementation, and administration of desktop staff training procedures and policies.

· Train, coach, and mentor Desktop Technicians and other junior staff.

· Support of executives.

· Other duties as assigned

 Skills and RequirementsMust have a minimum of 4 yrs of business experience and/or a bachelor’s degree in Computer Science or an equivalent combination in education and work experience; additional education and certifications are a plus

· Must have a minimum of 4 years working experience and advance proficiency with desktop Administration in a large-scale environment

· Excellent technical knowledge of Dell laptop and desktop hardware.

· Excellent technical knowledge of PC internal components, including hard drives, video adapter, memory, etc.

· Hands-on hardware troubleshooting experience.

· Proficient and familiar with various software packages, including 2 to 3 years experience in MS Office.

· Working technical knowledge of current protocols, operating systems, and standards, including TCP/IP, Windows XP, and Windows Vista

· Ability to operate tools, components, and peripheral accessories

· Able to read and understand technical manuals, procedural documentation, and OEM guides

· Excellent technical knowledge of printers, including HP, Dell, Xerox, etc.

· Demonstrated progressive experience in the management of a technical support team.

· Proven track record of developing and providing Service Level Agreements and Desktop deliverables.

· Provide On-Call support and participate in on-call rotation for off-hours support

· Solid relationship management and performance management skills.

· Ability to motivate and direct staff members and subordinates.

· Exceptional interpersonal, written and oral communication skills.

· Ability to conduct research into a wide range of computing issues as required.

· Ability to absorb and retain information quickly.

· Ability to present ideas in user-friendly language to non-technical staff and end users.

· Proven analytical, problem-solving abilities and attention to detail.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Exceptional customer service orientation.

· Experience working in a team-oriented, collaborative environment.

· Experience with Track-IT asset management and helpdesk application.

· Mobile device experience.

· Knowledge of Symantec virus scanning software.

· Flexible hours may be required to fulfill job responsibilities

· Some travel may be required (approximately 5-10%)

 

If your qualifications match these requirements, please send your resume with salary requirements/history to employ@hcc.com . Please put in the subject line “Desktop Support Supervisor”

 

Any offer of employment will be contingent upon positive credit/criminal background and reference checks.


HCC Insurance Holdings, Inc. and its subsidiaries are equal-opportunity employers.