Help Desk Manager, Americas Indianapolis, Indiana,

Sirius Point is a global underwriter of insurance and reinsurance providing solutions to clients and brokers around the world. Bermuda‑headquartered with offices in New York, London, Stockholm and other locations, we are listed on the New York Stock Exchange (SPNT). We have licenses to write Property & Casualty and Accident & Health insurance and reinsurance globally. Our offering and distribution capabilities are strengthened by a portfolio of strategic partnerships with Managing General Agents and Program Administrators.

With approximately $2.8 billion total capital, Sirius Point’s operating companies have a financial strength rating of A‑ (Excellent) from AM Best, S&P, and Fitch, and A3 from Moody’s.

You will be a Help Desk Manager, Americas providing technical support to colleagues for desktop systems, software, hardware, and network issues. Our dynamic team challenges you to be a forward thinker in the technology space, drive innovation, and add new skills to your toolbox. You will report to the AVP of IT Service Management and assist with other special projects as assigned.

This is a hybrid role, and you will be expected to be in the office 3–4 days a week.

• Lead a team of Help Desk Analysts ensuring timely and efficient technical assistance is provided in person, via phone, chat, email, or remote access.
• Serve as an escalation point for Help Desk Analysts and VIP users.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise users on appropriate action and provide basic computer training.
• Follow standard help desk procedures and log all interactions.
• Ensure that technical issues and requests are addressed in a timely manner by assigning them to other areas within IT when appropriate.
• Escalate tickets and bring additional SMEs together to resolve P1 incidents when appropriate.
• Maintain and update onboarding/offboarding procedures.
• Configure equipment and manage Win 10 workstations with Intune, Active Directory, and other admin tools.
• Support wireless mobile devices with connections to email, calendars, and contacts.
• Maintain PC, mobile, and VOIP inventory.
• Analyze ticket trends and root causes to identify recurring issues and drive permanent fixes.
• Use Service Now to present monthly analytics reviews to IT leadership with clear recommendations and measurable outcomes including trends and root‑cause insights.
• Own knowledge‑base strategy, content governance, and QA for support documentation.
• Work on EUC projects as needed.

• Demonstrated experience leading a support, service, or help desk environment focused on a high sense of urgency and customer service satisfaction.
• Strong interpersonal, verbal, and written communication skills. Ability to effectively communicate and work with others while providing outstanding customer service.
• Super‑user in Domain/Active Directory/User administration and knowledgeable in MS Intune MDM or equivalent enterprise‑grade Mobile Device Management software.
• In‑depth and hands‑on experience with standard PC, laptop, mobile and peripheral configurations with solid understanding of Microsoft Windows 10, Intune, Office 365, Azure, and web‑based unified communication platforms (e.g., MS Teams, Zoom).
• Self‑motivated with an emphasis on continuing to advance technical expertise.
• Bachelor’s degree and/or 5–7 years of experience in Information Technology.

• Medical
• Vision
• FSA Medical and Dependent Care
• Health Savings Account (HSA)
• EAP
• Basic Life and AD&D (company paid)
• Basic Long‑Term Disability (employer paid – taxable income)
• Employee‑paid Long‑Term Disability (voluntary)
• Company Medical Leave, Parental leave – 8 weeks full pay after 6 months of service
• Voluntary benefits: short‑term disability, critical illness, hospital indemnity, accident
• Travel assistance programs (company paid)
• 401(k) 6 % safe‑harbor match, fully vested after two years, pre‑ and post‑tax contributions allowed

The estimated annual salary range for this position is $70,000 – $80,000 USD.

We do not discriminate on the basis of any protected group status under any applicable law. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, age, disability, or any other legally protected characteristic.

We are unable to sponsor or take over sponsorship of an employment visa at this time.