Regional IT Site Support Manager

JOB DESCRIPTION

Chubb's Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally through technology programs, deliveries and innovative solutions.

With an extreme focus on the end user and a drive for excellence, the organization owns and oversees activities that support new ways of working to help improve productivity and simplify the technology experience.

We are looking for a site End User Services Regional Site Support Manager that will oversee end user support teams across multiple North America sites in order to assist employees, new hires and contractors with technical issues related to their PC's, mobile devices, and peripherals.

The role holder will collaborate with leadership and other End User Services Regional Site Support Managers to ensure the implementation of policies and procedures related to end user technology and will have excellent customer service skills and a positive attitude.

The candidate will be based in our main campus sites in Whitehouse Station (NJ), Philadelphia (PA), or Jersey City (NJ) and will help to drive standards with Chubb's site support teams globally.

Key Responsibilities:


* Lead a team of Site Support professionals and team leads/managers, providing guidance, mentoring, and fostering a collaborative and high-performance culture


* Serve as an escalation point in supporting the site support teams as they remediate PC/peripheral/mobile device hardware and software issues and incidents related to internal and external applications including all Microsoft products.


* Ensure Site Support teams are continuously trained to support standard technology deployed at Chubb campus such as printers, digital scanners, smart devices, meeting room scheduling and video conferencing technology


* Validate that Site Support teams configure and build hardware; install and configure software based on user service requests and within approved Chubb policies/controls


* Train and guide staff on any changes to hardware and software usage policies


* Ensure all members of the team are aware of patch compliance for PCs and drive continuous adherence to policies


* Serve as technical SME for Site Support operations and collaborate with End User Computing Engineering and Operations to ensure Site Support perspective is considered when setting strategic objectives.

Ensure that Site Support is aware of changes and is ready and able to support the operating environment that aligns Chubb's strategic vision and objectives.


* Lead Knowledge Transfer related to Chubb technology to their team as it relates to changes to technology at sites.

Included but not limited to Telephony, Meeting and Collaboration and End User Computer hardware/software


* Report on help desk tickets metrics for teams within their region


* Drive the team's capability to support end users both physically in the office as well as working remotely
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