Address
Form of workJob Description
Argo Group is a leader in specialty insurance with a vibrant culture built on respect, equality, wellness and opportunity. We're an innovative organization that's small enough to be agile and big enough to make a difference in our industry.
Our flexible workplace is continuously evolving to ensure all employees feel:
- Comfortable bringing their whole selves to work.
- Confident that they will be treated respectfully.
- Recognized for their performance and provided with equal opportunities to succeed.
At Argo, skill meets opportunity. If you're wired to raise your hand and ask, "Where can I help?", you'll thrive with us.
As the Service Desk Manager, you will be pivotal in leading and optimizing our Service Desk operations. Your responsibilities will include managing a team of skilled help desk and escalation agents, enhancing service quality, and fostering a customer-centric culture.
Your IT service management expertise, leadership, and problem-solving skills will be critical in delivering outstanding support to our clients, and scaling our team as we continue to grow.
Essential Job Responsibilities
- Oversee day-to-day operations of our 24/7 service operation, including incident and request management, ticket prioritization, and resolution.
- Lead and mentor a team of Service Desk agents, providing guidance, coaching, and performance evaluations as part of the annual performance review process.
- Develop and maintain Service Desk processes, procedures, internal KBs, training, and best practices to ensure efficiency and service quality.
- Serve as the highest department escalation point and collaborate with internal teams to resolve complex technical issues and enhance service delivery.
- Monitor and analyze Service Desk metrics to identify repeat and connected issues, volume of specific requests, and general trends in order to identify areas for improvement.
- Build strong relationships with all help desk agents, conducting performance evaluations and offering open office hours for individual guidance and support.
- Drive continuous improvement initiatives to streamline processes, reduce incident resolution times, and boost customer satisfaction.
- Cultivate a customer-centric culture within the Service Desk team, emphasizing communication, professionalism, and empathy.
- Stay updated with industry trends, technologies, and best practices to drive innovation.
Qualifications
- Bachelor's degree from an accredited college or university in Information Technology, or a related field.
- Minimum of 8 years of experience in an IT support role.
- 5+ years of supervisory experience with proven successful transition, implementation, and execution on mid-sized IT infrastructure and operations task orders.
- Demonstrated ability to recruit, hire, manage, supervisor, train, schedule, coordinate, and evaluate staff as assigned.
- Exceptional communication and leadership skills.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Prior MSP experience is required.
- Demonstrated experience managing and ensuring the successful completion of multiple technical tasks in assigned program(s).
- IT Service Management (ITSM): Proficiency in IT service management principles, including ITIL. ITIL Foundations Certification preferred.
- Ticketing Systems: Skilled in utilizing IT Service Desk ticketing systems for workflow management.
- Management Tools: Advanced knowledge of industry standard tools.
- Technical Troubleshooting: Strong problem-solving abilities for resolving complex technical issues for SaaS applications, MacOS, Windows, Windows Server, and Network Devices.
- Security Awareness: Knowledge of IT security principles and compliance.
- Documentation: Proficient in creating and maintaining technical documentation.
- Monitoring and Reporting: Competence in using monitoring tools and reporting for performance tracking.
The base salary range provided below will be commensurate with candidate experience. In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance as well as a generous benefits package.
PLEASE NOTE: At this time, Argo Group will not sponsor an applicant for employment authorization for this position.
If you have a disability under the Americans with Disabilities Act or a similar law and you wish to discuss potential accommodations related to applying for employment at Argo Group, please contact our Benefits Department at 210-321-8400.
To all recruitment agencies: Unless you have been requested to work on this position, or other positions with Argo Group, please do not forward any resumes to Argo Group employees. Argo Group is not responsible for any fees related to unsolicited resumes.
Argo Group International Holdings, Ltd. (NYSE: ARGO) is a global multiline underwriter of specialty insurance and reinsurance products in the property and casualty market. We help power the businesses that drive the world economy, offering a comprehensive line of high-quality products and services designed to meet the unique coverage and claims-handling needs of our clients. We foster an inclusive culture that embraces diversity and design thinking, relies on innovation and agility, promotes collaborative service delivery, offers frequent, integrated communication and values authentic recognition of excellence. View our 2022 Environmental, Social & Governance Report to learn more about Argo.
We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical) , including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex (including pregnancy, child birth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics.
The collection of your personal information is subject to our HR Privacy Notice
Our Benefits
Developing our employees professionally and personally strengthens our organization.
Argo Group offers an attractive Total Rewards package that includes:
- A culture that recognizes performance and empowers employees to excel, offering competitive compensation and merit driven profit sharing.
- Flexible workplace policies that support employee well-being include compressed hours, flex-time, job-sharing, remote work, sabbatical leave, holiday and summer hours.
- Comprehensive health, wellness, and financial planning options that employees can tailor to meet their personal and family needs. In addition to traditional health and wellness plans, benefits include dental, disability, life insurance, medical, and vision insurance, matching 401(k) retirement savings, generous paid time off (21 days of PTO, 11 paid company holidays, 3 floating holidays and a paid voluntary day), paid caregiver and parental leave, paid bereavement, jury duty/court appearances, and military (up to 14 days) leave, employee assistance program (EAP), and an array of voluntary benefits.
- Argo Academy, a digital and instructor-led platform that offers continuous learning and professional development – Trainingmagazine lists Argo among the Training "Top 125" Companies. Argo encourages career mobility and continuing education to pursue and maintain professional and industry designations, in addition to traditional university and higher education programs.
- An inclusive culture that develops and sponsors diverse teams, encourages cross-functional engagement and collaboration, builds community through employee resource groups (ERGs), and provides an environment that welcomes ongoing dialogue, creative innovation, professional and personal development.
- Active community outreach and volunteer programs in addition to matching charitable gifts by 100%.
- A generous Employee Referral program that results in approximately 25% of all new hires annually.
