Team Leader – Service Desk; InsuraMatch

Overview

Who Are We? Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Technology

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

$70,400.00 - $

1

Monitor and manage workflow within Help Desk unit to ensure timely assignment of work and efficient interaction with customers. Uses strong analytical skills, business and technical knowledge to provide operational and business support for computer systems to various internal and external customers via phone and non-phone methods related to Supported Systems. Works with immediate manager on daily tasks and key projects that will assist in achieving overall team goals and the success of business initiatives.

Handles Manager's and/or Director's duties in the absence of either. Proactively seeks opportunities to reduce costs and improve customer service. Identifies and develops problem resolution and knowledge database for use by service desk staff. Positively affects alliance building and relationship management. Assumes ownership for a positive customer interaction for all calls taken.

• Uses available resources and industry best practices to determine if system(s) require corrective action and develops interim strategic alternative work flows when possible.
• Actively pursues/maintains Help Desk Certification.
• Monitors progress on special projects assigned to Consultant and Sr. Consultant team members.
• First point of contact for escalation of priority problems.
• With assistance of manager, determines appropriate workflow and allocation of responsibility to all team members.
• Understands & delivers established service level agreements.
• Maintain phone workflows.
• Assists in training and coaching less experienced Consultants.
• Assist in the training of new personnel within Help Desk team.
• Coordinate communication within work group.
• Understand unit/company policies and interpret for rest of team.
• Mentors junior team members and reports on help desk activities.
• May participate in new candidate interview processes and provides feedback to management.
• Perform other responsibilities as assigned.

• 2+ years of proven Desktop Support experience desired.
• Practical experience utilizing tools such as Jira and Confluence.
• Familiarity or hands-on experience with Salesforce Administration is a plus.
• Industry-standard certifications such as CompTIA+ is a plus.
• Strong organizational and communication skills.
• Help Desk professional designation a plus.
• Maintains a basic knowledge of business trends.
• Does not require assistance to perform tasks and can be relied upon to train less experienced team analysts.
• Oversees the day to day operations, call volumes, projects of the team and provides critical direction as needed.
• Operational Awareness:
  Generates innovative ideas on how to improve internal team workflows and processes, as well as identify systems changes that may ultimately enable the company and/or customer to operate in a cost-effective manner.

• Demonstrates a solid knowledge of application systems and of the systems area supporting the business functions.
• A strong working knowledge of the systems interfaces with the business operations work-flow and a conceptual understanding of the business.
• Proficient in the use of agency system…