• Helpdesk Manager

    Location US-OH-Richfield
    Posted Date 3 weeks ago(2/1/2019 12:39 PM)
    Job ID
    # of Positions
    Position Type
    Full Time
  • Overview

    With over 25 years of success, National Interstate remains one of the leading specialty property and casualty insurance companies in the country. We offer more than 30 product lines with a focus on commercial transportation, Alternative Risk Transfer (ART), and specialty vehicle insurance. We are proud to be a 6 time Northcoast 99 winner and our employees have voted us as a Top Workplace in Northeast Ohio for 2016 and 2017. Thanks to our talented and dedicated team, we are able to live out our company values of integrity, transparency, fairness, accountability, empowerment and collaboration with each transaction we make. If you are ready to join an engaging and driven team such as ours, we would love to hear from you!


    Essential Job Functions:

    • Oversees the activities of the User Support Services function including receiving, researching and resolving moderately complex information systems problems.
    • Implements policies and procedures regarding how problems are identified, received, documented, distributed and corrected. Ensures maximum issue resolutions in minimum time.
    • Responsible for performance and coaching of staff and decisions regarding talent selection, development and performance management. Ensures new members of the team receive proper training.
    • Ensures that the team meets performance targets.
    • Assists in the development of Service and Business Level Agreements to set expectations with the customers and measure performance.
    • Manages the performance of all priority level tickets with clients (internal and external) and ensures that we achieve or exceed agreed upon SLA’s (Service Level Agreements) and OLA’s (Operational Level Agreements). 
    • Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
    • Develop and mature phone/ticket priority processes.
    • Builds/obtains/manages ongoing business requirements (from other departments).
    • Expertly communicates across all levels of the organization, inside and outside of IT.
    • Provides data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement.
    • Assists in the Creation and ongoing Management of the Remedy Force Customer Knowledge Base Library. Ensures top quality solutions are available to the staff and customer base through the Remedy Ticketing Knowledge Base.
    • Utilize Remedy Force reporting to identify reoccurring incidents and initiate root cause analysis to reduce ticket counts
    • Automate antiquated processes and workflows to reduce time spent on non-value added efforts
    • Performs other duties as assigned.


    Education: Bachelor’s degree or equivalent experience

    Field of Study: Computer Information Systems or a related discipline

    Experience: 5 or more years of related experience; exhibits leadership qualities

    Scope of Job:  Implements policies, procedures and strategies under the direction of management.  Relies on experience and judgment to accomplish goals.  Managing the help desk team and evaluating performance.  Fosters a culture of customer service, quality and continuous improvement.


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