Desktop Services Supervisor in Mesa, AZ at National General Insurance

Date Posted: 10/8/2019

Job Snapshot

  • Employee Type:
  • Location:
    Mesa, AZ
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Primary Purpose:

While providing the highest level of customer service, the Manager of Desktop Services coaches and mentors all staff, tracks all information in the ITSM call tracking system, manages the day-to-day productivity of the Desktop Services staff, ensures they are continuously updating applicable documentation, as well as represents the team in all projects, which require the expertise of the desktop group. The incumbent will track daily KPIs in order to measure the effectiveness and efficiency of the staff.  Identifies opportunities for improvement, and uses data to recommend changes to the management team. Fields escalations in a timely manner and ensures the team is handling them in accordance with all SLAs. 

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Develop and oversee weekly shifts and on-call schedules, ensuring uninterrupted support coverage
  • Comply with standard processes and procedures documentation
  • Rely on extensive experience and judgment to plan and accomplish goals
  • Interact closely with the customer to understand his needs or requirements
  • Ensure staff is resolving tickets within agreed upon SLAs, related to operations and end-user requests
  • Manage geographically dispersed teams to achieve results
  • Consistently seeks to develop self and skills needed to be prepared for future opportunities
  • Ability to support 24x7x365 on-call rotation
  • Assist in troubleshooting team related issues
  • Provide training and coaching to less experienced team members
  • Participate in projects as necessary
  • Makes complex ideas or situations clear, simple and/or understandable
  • Process escalated tickets and investigate issues
  • Provide coaching, and training to less experienced team members
  • Focus on thought leadership and mentor team members in all team processes
  • Participate in audits
  • Assist in troubleshooting and solving complex issues
  • Ensure all business impacting incidents are fully documented and properly escalated to the applicable support teams
  • Take action to resolve customer problems or concerns in a timely manner
  • Develop and document policies and procedures to implement team practices
  • Facilitate projects as needed or required in support of the team
  • Participate in system or application triage with support teams or vendors
  • Lead and direct the work of others
  • Provide daily team activity KPI metrics to leadership
  • Drive toward the achievement of business results in a manner that focuses on profit and service
  • Apply knowledge of IT industry and key external environment changes (e.g., market trends, technology, global factors) to advise customers and provide forward thinking solutions
  • Coordinate team daily and on-call scheduling
  • Facilitate regular team meetings
  • Problem resolution of desktop related issues
  • Coordinate activities with help desk, network services, or other IT teams
  • Provide input and assist in testing and selection of future technologies and devices
  • Create and maintain desktop related documentation
  • Monitor SLAs and team performance to defined metrics
  • Work closely with facilities department
  • Ensure adequate operations support coverage on a 24x7 schedule
  • Ensure that staffing and skill levels are maintained throughout the team
  • Ensure the team is adhering to all service management principles and processes

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • High degree of initiative, mature judgment, and discretion
  • Strong customer service focus to successfully interact with end-users and peer teams
  • Commitment to continuous process improvement
  • Must perform well in high-energy, dynamic and team-oriented environments
  • Ability to work in a team environment
  • Must possess effective verbal and written communication skills
  • Experience working with an enterprise ticketing system
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • Ability to assist other team members in conveying information to business partners
  • Ability to solve complex problems
  • Ability to lift and carry computers and computer monitors
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 8 and 10
  • ITIL Service Management experience preferable but not essential
  • Ability to communicate technical topics and concepts

Desired Skills: 

  • Bachelor’s Degree in an IT related discipline
  • Active Directory knowledge
  • CompTIA IT Certifications
  • ITIL Service Management experience
  • 7+ years of experience in an IT Support Environment
  • 2+ years of experience in an IT leadership role
  • Some experience working with networks and servers


Job posting ID: 2019-3469

Job Requirements


About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.