Director, End User Support

Arch Capital Group Ltd. Greensboro, NC

The Director of End User Support coordinates and drives resolution of customer issues by troubleshooting, end user solution fixes, negotiating priority with the customer and communicating to the proper support function. The incumbent ensures specific requirements of customer support service level agreements are met. The incumbent provides efficient end user technology solutions to the business units that streamlines processes, improves productivity and adapts to changing needs. He or she is responsible for building and managing an End User Support Team that delivers all technology consumed by our end users, included are all physical and virtual desktop infrastructure, mobile end points, telecommunication systems and service delivery applications.

Arch MI is a new and growing mortgage insurance company with a strong and global parent – Arch Capital Group Ltd. If you're interested in joining a dynamic company and working with a team of motivated, high caliber people, apply today and come grow with us!

ResponsibilitiesOwner of the IT Support function in IT. Single point of contact for all Support escalations.Accountable for End User Support department's day to day workload distribution, prioritization, scheduling and communication.Manages Arch MI's Service Desk function to prescribed SLAs and defines new valuable quality measurements.Responsible for defining, engineering, maintaining, upgrading end user and telecommunication technologiesAll solutions implemented and operated should be done with balance of best in industry and efficiency in mind.Responsible for the operation and long term vision for our virtual desktop and application deployment approaches.Manages the department cost center including budgeting, monitoring approvals, expenses and cost variance reporting.Facilitates end user communication identifying solutions, timing and messaging of System Notification related updates. Obtains necessary approvals when applicable.Develops and maintains relationships with external vendors and monitors or adopts product roadmaps related to desktop technology.Develops and maintains policies/procedures for customer complaints/requirements to area of designated product responsibility to ensure customer satisfaction and regulatory compliance.Owns, operates and enhances the ArchMI ITIL platform for service,incident and change management.Manages the Major incident management process for the firm.Manages all planning, deadlines and deliverables for desktop, voice or mobile end points related projects by ensuring that all resources are allocated & deadlines are met.Establishes and maintains corporate customer support metrics. Communicates with senior management to report on operational metrics and other key performance indicators.Manages staff to accomplish results through effective recruitment, selection, training, development, performance management and recognition.


Knowledge & Skills:

Thorough knowledge of assigned technology platform including VMware View, V-Sphere, Mirage and Flex, Microsoft Windows, Active Directory, Office products, Installed application software and management utilities, desktop and laptopDeep understanding of mobile device management technologies and industry accepted security policies.Knowledge and understanding of the business processes and employees work patterns the technology supports, to help prioritize and develop decision making criteria for major projects.Strong knowledge of optimization and full utilization of technology supported, including a solid understanding of technology capacity and limitations.Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors.Effective Customer service, leadership and team motivational skills.Excellent problem solving, diagnosing and troubleshooting skills.

Education & Experience:

Required knowledge and skills would typically be acquired through a Bachelor's degree in Computer Science, Engineering or related degree plus 8-10 years of directly related experience.

About Our Company

Arch Mortgage Insurance Company is the flagship U.S.-based mortgage insurer of Arch Capital Group Ltd., a leading insurance and reinsurance company operating through its subsidiaries worldwide. Based in Greensboro, North Carolina, our company is committed to our employees and our customers. Our Total Rewards package offers competitive pay and valuable benefits. Plus you'll have access to a variety of programs supporting your professional development and a culture that encourages innovation, collaboration and professional growth.

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