Service Desk Supervisor

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.

The IT Service Desk Supervisor plays a critical role in ensuring the efficient and effective operation of our IT service desk. This individual will lead a team of service desk technicians, provide technical expertise, and serve as a point of escalation for complex issues. The IT Service Desk Supervisor will also be responsible for driving continuous improvement in service delivery, monitoring key performance metrics, and ensuring exceptional customer service.

This position can be located either in San Antonio, TX or Omaha, NE.

Responsibilities

Team Leadership:

• Supervise and mentor a team of service desk technicians.

• Set performance goals and provide regular feedback to team members.

• Conduct performance evaluations and assist in career development.

Technical Expertise:

• Act as a subject matter expert and provide technical guidance to the team.

• Assist in resolving complex technical issues and serve as an escalation point.

• Stay current with IT industry trends and emerging technologies.

Service Desk Operations:

• Manage service desk operations, including ticket assignment, prioritization, and resolution.

• Ensure timely and accurate logging of incidents and service requests.

• Monitor and maintain service level agreements (SLAs).

Customer Service:

• Promote a customer-centric culture within the service desk team.

• Handle escalated customer issues and complaints with professionalism.

• Collaborate with other departments to improve overall customer satisfaction.

Process Improvement:

• Identify opportunities for process improvement and efficiency.

• Implement best practices and standard operating procedures.

• Analyze service desk metrics to drive improvements in service quality.

Documentation and Reporting:

• Maintain comprehensive documentation of IT processes and procedures.

• Generate regular reports on service desk performance and metrics.

• Provide recommendations for improvement based on data analysis.

Supervision and Leadership:

• Manage and supervise helpdesk staff, including hiring, training, performance evaluations, and disciplinary actions.

Operational Oversight:

• Oversee the daily operations of the helpdesk, ensuring timely and effective resolution of technical support requests.

Escalation Management:

• Handle complex and escalated technical issues, providing guidance and support to team members.

Requirements:

• Bachelor's degree in information technology, computer science, or related field from an accredited college or university, or equivalent years of work experience.

• Previous experience in a service desk or IT support role.

• Strong leadership and team management skills.

• Excellent problem-solving and technical troubleshooting abilities.

• Outstanding customer service and communication skills.

• IT certifications (e.g., ITIL, CompTIA, Microsoft, Cisco) are a plus.

• Knowledge of IT service management tools (e.g., ServiceNow, Remedy) preferred.

• Experience with remote support and knowledge of remote desktop tools.

• Ability to work in a fast-paced environment and adapt to changing priorities.

Preferred:

• Certifications a plus: A+, MAC Certified, Security +, Network+, MCSE, MCSA.

• Experience supporting C-Suite/Executives.

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 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.

Argo Group International Holdings, Ltd. is an underwriter of specialty insurance products in the property and casualty market. Argo offers a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses. The company is a wholly owned subsidiary of Brookfield Reinsurance Ltd. Argo and its insurance subsidiaries are rated 'A-' by Standard and Poor's. Argo's insurance subsidiaries are rated 'A-' by A.M. Best. More information about Argo is available at www.argogroup.com.

We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical) , including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex (including pregnancy, child birth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics.

The collection of your personal information is subject to our HR Privacy Notice

Our Benefits

Developing our employees professionally and personally strengthens our organization.

Argo Group offers an attractive Total Rewards package that includes:

• A culture that recognizes performance and empowers employees to excel, offering competitive compensation and merit driven profit sharing.

• Flexible workplace policies that support employee well-being include compressed hours, flex-time, job-sharing, remote work, sabbatical leave, and holiday hours.

• Comprehensive health, wellness, and financial planning options that employees can tailor to meet their personal and family needs. In addition to traditional health and wellness plans, benefits include dental, disability, life insurance, medical, and vision insurance, matching 401(k) retirement savings, generous paid time off (21 days of PTO, 11 paid company holidays, 3 floating holidays and a paid voluntary day), paid caregiver and parental leave, paid bereavement, jury duty/court appearances, and military (up to 14 days) leave, employee assistance program (EAP), and an array of voluntary benefits.

• Argo Academy, a digital and instructor-led platform that offers continuous learning and professional development - Training magazine lists Argo among the Training "Top 125" Companies. Argo encourages career mobility and continuing education to pursue and maintain professional and industry designations, in addition to traditional university and higher education programs.

• An inclusive culture that develops and sponsors diverse teams, encourages cross-functional engagement and collaboration, builds community through employee resource groups (ERGs), and provides an environment that welcomes ongoing dialogue, creative innovation, professional and personal development.

• Active community outreach and volunteer programs.

• A generous Employee Referral program that results in approximately 25% of all new hires annually.