Application Support Center Manager

Zurich North America is hiring an Applications Support Center Manager to join our team! We are open to hiring talent remote in Illinois.

Purpose:

• Responsible for function, staff and activities associated with the identification, prioritization and management of work load.
• Oversees first level, second level, and back desk technical and supervisory support for IT issues and service requests, to internal Zurich staff and partners, delivering an excellent customer experience in line with departmental service standards.

Key Accountabilities:

• Provides comprehensive and expanded first and second level help desk support for IT incidents, problems and service requests.
• Conducts problem determination, and resolves incidents involving highly complex issues using documented procedures and available tools.
• Updates documented procedures and tools based on in depth experience and knowledge gained from actual use incorporating these updates into revised versions of the procedures and tools. Escalates to internal partners or external vendors while meeting or exceeding defined service level expectations.
• Resolves problems escalated from within the Help Desk, providing resolution knowledge and feedback to less experienced staff.
• Initiates escalation as appropriate to ensure management awareness of severe problems or problems that are exceeding documented target resolution times.
• Actively participates in end user and Help Desk analyst training by providing materials, conducting training, or attending training in the role of subject matter expert.
• Develops and implements continuous service improvement initiatives, provides service desk performance reporting and analysis and acts as deputy for service desk manager.
• Business Travel, as required
• Extended Hours during Peak Periods/Shift Work/Holiday Work, as required
• Regular Predictable Attendance
• Visibility in the Office, as required
• Helpdesk is an operation, which requires flexible working hours depending on local needs.

Basic Qualifications:

• Bachelors Degree and 5 or more years of experience in the Application Support area
  OR
• High School Diploma or Equivalent and 7 or more years of experience in the Application Support area
  AND
• Must work flexible schedules
• Knowledge of proprietary applications and support processes

Preferred Qualifications:

• Experience with problem management system, preferably Peregrine Service Center and/or Remedy
  

Your pay at Zurich is based on your role, location, skills, and experience. We follow local laws to ensure fair compensation. You may also be eligible for bonuses and merit increases. If your expectations are above the listed range, we still encourage you to apply—your unique background matters to us.  The proposed Salary range for this position is $65,900.00 - $107,900.00, with short-term incentive bonus eligibility set at 10%.

We offer competitive pay and comprehensive benefits for employees and their families. [Learn more about Total Rewards here.]

Why Zurich?

At Zurich, we value your ideas and experience. We offer growth, inclusion, and a supportive environment—so you can help shape the future of insurance. Zurich North America is a leader in risk management, with over 150 years of expertise and coverage across 25+ industries, including 90% of the Fortune 500®.

Join us for a brighter future—for yourself and our customers.

Zurich in North America does not discriminate based on race, ethnicity, color, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. Equal Opportunity Employer disability/vets.

Zurich complies with 18 U.S. Code § 1033.

Please note: Zurich does not accept unsolicited CVs from agencies. Preferred vendors should use our Recruiting Agency Portal.

Location(s): AM - Illinois Virtual Office
Remote Working: Yes
Schedule: Full Time
Employment Sponsorship Offered: No  
 
Linkedin Recruiter Tag: #LI-JM1 #LI-ASSOCIATE #LI-REMOTE