Position Summary:

Chubb’s Global End User Services (EUS) organization is focused on building and driving a world class service-oriented culture and experience for all users globally. The WORKPLACE TECHNOLOGY LEAD will be responsible for the support of business capital investments related to technology service delivery and operations. This position partners with Chubb’s internal technology teams to ensure industry leading support of the project or portfolio of projects. A large part of the position’s day to day duties will be to work closely and cross-functionally with multiple disciplines to solve technical issues and provide solutions. A fundamental part of the role will be to ensure that end user issues are, where possible, anticipated and resolved before they happen. Evaluate and educate the employees on IT practices that improve their working efficiency while at Chubb.

Primary Job Responsibilities:

Manage the service delivery and implementation support of Technology Infrastructure (including IT, AV, Telephony & Print) and technology related services present within our offices. The ideal candidate will use their knowledge and skills to diagnose issues and design, plan, or implement a company aligned resolution in a timely and appropriate manner. Serve as the regional point of contact regarding technology related escalations for the End User Services, and Network team. This will include responding to escalations, coordinating internal/external resources, and follow-up through to incident resolution. Manage a team of technology support vendors to ensure best-in-class support and service, including ensuring compliance of KPI’s, SLAs and other performance measures.  Manage, troubleshoot, and respond to support requests as/when required. Accountable for Technology related Operational Costs (OPEX), employee NPS, and the management and administration of technical services and assets/service acceptance for each building within in the territory. Responsible for managing territory related technology break-fix activities and ensuring resolution in agreed SLAs.  Work with vendors to conduct Planned Preventative Maintenance Activities to proactively identify and resolve technology issues.  Manage and engage third party vendors for operational projects and approved installations/decommissions. Coordinate and partner with Chubb’s Service Desk, NOC and Network Engineering teams for troubleshooting and resolution of LAN, WAN, and WLAN network issues. Coordinate and partner with leadership on continuous improvement – Use existing, emerging, and innovative technologies to enhance the End User Experience and improve/streamline technology services processes. Proactively ensure that issues with in-building technology are anticipated and resolved before they happen. These can be mitigated by identifying trends in ticket data, user experience surveys, and identifying chronic or recurring technology related issues. Partner with other internal teams and follow through to resolution and direct internal escalations as required. Support mission-critical infrastructure for Chubb locations and partner directly with internal and external teams for expedited resolution. Ability to be on-site and travel between multiple sites within your territory as needed. Occasional overnight travel between markets may be required.

Basic Qualifications

A Bachelor’s degree in a relevant technical field or an Associate’s degree and 6+ years of technical experience preferred (support, field work, CCNA, etc.) with a demonstrable understanding of Networking. Prior experience (2+ years) managing engineers/technicians in a support capacity. Ability to use discretion and judgment in evaluating problems and creating solutions to resolve technical related issues.  Ability to build positive relationships with our employees by utilizing your specialized capabilities to ensure a positive outcome including fostering teamwork and collaboration within your direct team and internal/external stakeholders. Demonstrate excellent customer service skills including empathy, diplomacy, and problem ownership. Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including staff with a non-technical background. Alongside good technical skills, the ideal candidate will be a proactive self-starter with the ability to work autonomously as well as collaboratively. Advanced knowledge of the operation of Microsoft and Apple based business applications and operating systems. Familiarity with networking principles, architecture and basic support, i.e. Cable testing, ping tests, traceroutes, and operating system specific network configuration.

 

Preferred Qualifications

IT Management certifications (a plus): ITIL, ITSM Technical certifications (a plus): CompTIA A+, Network+, CCNA, CCNP, Microsoft/Mac certifications or equivalent. Familiarity with ticket related applications such as ServiceNow.