Service Desk Manager

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.

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. 

 

PLEASE NOTE:  At this time, Argo Group will not sponsor an applicant for employment