Principal Enterprise Architect at Hiscox responsible for architecture roadmaps and standards. Leading modernization efforts and advising on technology solutions for the organization.
About the role
- Regional IT Manager managing IT service delivery and technical support for North America. Leading IT initiatives and collaborating with executive teams to enhance employee experiences.
Responsibilities
- IT Service Delivery Single Point of Contact across 3 US & Canada offices as well as a number of smaller consumer facing Wella Studios
- Single point of contact for C-Suite Executive team support based in NY Head Office
- Management of NA IT budget and 3 resources
- Resolve IT service incidents & requests in a timely manner
- Provide technical assistance across NA Region for all services covered within Workplace Services, namely: Modern Workplace, Collaboration Technology, End User Computing, Service Desk, Local IT Site Support, Hands & Eyes (VC Rooms, Wifi/Networking, Comms Rooms….)
- C-Suite VIP Support
- Mobiles & Telephony
- Printing
- Installing and configuring computer hardware, software, systems, networks, printers, and scanners
- Running IT project “last mile” project activity as a local presence and extension of the wider Global IT team (e.g. Hardware refresh, Office renovation / moves.
Requirements
- Strong Customer service skills working with users who may not be digitally aware
- Experience working in a day-to-day basis with C-Suite and their Executive Assistants on technical support matters directly in person as well as remotely.
- Organised when it comes to managing and prioritising technical activities
- Effective communication skills with end users when global messages need to be cascaded locally to the region & sites.
- Deep understanding of Microsoft Office 365 Suite
- Previous working experience in IT management for 5-10 years
- Remotely managing teams of 5 or more staff in technical support roles.
- Degree in Computer Science or Management Information Systems
- Previous experience in supporting and troubleshooting Lenova / Dell hardware, Macbooks, iPhone and iPads required.
- In depth knowledge of Windows, Mac OS, Microsoft Office 365, AD, and other desktop related technologies.
- ITSM tools (ServiceNow or similar)
- Ability to problem solve and make design decisions based on analytics.
- Experience working in a team that is part of a larger global IT organization with peers located across multiple time-zones who you need to collaborate with on a daily basis
- Working with outsourced service providers to delivery end user support services smoothly and seamlessly.
Benefits
- health insurance
- life and disability insurance
- 401(k) retirement plan
- paid holidays
- paid time off (PTO)
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