AmTrust Financial Services, Inc.

  • Service Desk Supervisor

    Job Locations US-OH-Cleveland
    Requisition ID
    Information Technology
    Position Type
    Regular Full-Time
  • Overview

    AmTrust Financial Services, Inc. is looking for a Service Desk Supervisor who will work on our Service Desk team providing support for the first line technicians of the company while assisting the manager with departmental needs. This position will require candidate to work after-hours and provide priority incident support. 


    • Supports the Service Desk operations on a daily basis, performing additional troubleshooting when required
    • Serve as a communication point on certain processes, projects, escalations that are implemented within the team
    • Develop and maintains best practices regarding incident/request/problem management
    • Serves as an escalation point for other IT units to alert them to Priority 1 and 2 incidents
    • Training, directing, coaching and evaluation of associates
    • Developing, monitoring, and communicating key performance indicators
    • Supervising staff in accordance with company policies and procedures
    • Act as a liaison between Operations/Engineering and Service Desk Technicians/End users
    • Develop and maintain Quality Control processes to ensure proper procedures are defined and being followed
    • Point of contact for major initiatives and projects impacting or involving the Service Desk. Develop technical knowledge that may be of added value to the team in general
    • Assists with training as well as knowledge management
    • Attend meetings on specific tasks that may require Service Desk involvement
    • Supplemental technical support as needed.
    • Follow up on outstanding issues to ensure the proper level of support and service is provided to the organization
    • Performance evaluation of technicians including Perform Performance Improvement Plans when necessary
    • Evaluates Staffing needs for the team on an ongoing basis
    • Manage tasks delegated by IT leadership to ensure proper process or initiative implementation
    • Track time worked against current incidents/requests/problems/projects
    • Follow procedures detailed by leadership


    • Verbal and Written communication skills
    • Customer Service Skills
    • Basic Technical Computer Skills
    • Adaptability
    • Team oriented
    • Attention to Detail
    • Process implementation/improvement
    • Extensive Troubleshooting Skills
    • Critical Thinking Skills
    • Management Skills

    Requirements and Qualifications:

    • Bachelor’s Degree Preferred but not required
    • ITIL Certified preferred but not required
    • 4-5 Years managing or supervising a Technical Call Center


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