Job Description
Job Description
Signers National is a leading insurance platform that provides a range of brokerage and underwriting services to organizations of all sizes. Starting in 2008 as a small retail broker focused on nonprofit & human service organizations, Signers has since expanded its portfolio to include commercial real estate and transportation. Signers is a socially conscious organization boasting an amazing culture of relentless grit and continuous improvement. We go to work every day to positively affect people's lives, and we strive to do the same for our employees.
In this role, you will manage the help desk team to evaluate performance and ensure timely & accurate customer service. As the manager, you will need to develop, provide feedback, and support the team to provide high quality technical support. A strong technical background with extensive customer service experience is required to ensure the team provides the high-quality customer service our clients expect.
KEY RESPONSIBILITIES
- Manage and support the helpdesk team and ensure ticket SLAs are met
- Staying up to date with new technologies and identifying ways to improve and update the current infrastructure
- Developing and implementing IT policies and best practices for the helpdesk
- Perform system audits
- Build long term relationships with our managed service provider, other IT vendors, and internal stakeholders
QUALIFICATIONS
- College degree in computer science/computer information systems or equivalent business experience.
- 5+ years of experience in a helpdesk role
- Microsoft stack experience
- Helpdesk management experience
- Very strong customer service orientation
- Hands on experience with computer networks and network administration
- Experienced in engaging with internal business owners and customers
- Familiarity with insurance products, rules, methodologies, and systems (claims, underwriting, finance & information) is desirable
- Experience in gathering and analyzing business requirements
- Project management understanding
- Excellent written and oral communication skills
- Ability to present ideas in business-friendly and user-friendly language
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Experience working in a team-oriented, collaborative environment
Signers is a proud Equal Opportunity Employer. Signers is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Signers will not tolerate discrimination or harassment based on any of these characteristics. We believe that variety in experience makes us stronger as individuals, as communities, and as a company. Fostering an environment where all employees feel empowered to bring their authentic self to work is our priority