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Help Desk Manager, Americas

Indianapolis, Indiana, United States

Who We Are

SiriusPoint is a global underwriter of insurance and reinsurance providing solutions to clients and brokers around the world. Bermuda-headquartered with offices in New York, London, Stockholm and other locations, we are listed on the New York Stock Exchange (SPNT). We have licenses to write Property & Casualty and Accident & Health insurance and reinsurance globally. Our offering and distribution capabilities are strengthened by a portfolio of strategic partnerships with Managing General Agents and Program Administrators. With approximately $2.8 billion total capital, SiriusPoint’s operating companies have a financial strength rating of A- (Excellent) from AM Best, S&P and Fitch, and A3 from Moody’s.

Join Our Team  

You will be a Help Desk Manager, Americas providing technical support to colleagues for desktop systems, software, hardware, and network issues. Our dynamic team challenges you to be a forward thinker in the technology space, drive innovation, and add new skills to your toolbox. You will report to the AVP of IT Service Management. Additionally, you will assist with other special projects as assigned. This is a hybrid role, and you will be expected to be in the office 3-4 days a week.

Your responsibilities will include:

  • Lead a team of Help Desk Analysts ensuring timely and efficient technical assistance is provided in person, via phone, chat, email, or remote access.
  • Serve as an escalation point for Help Desk Analysts and VIP users.
  • Diagnosing and resolving technical hardware and software issues.
  • Researching questions using available information resources.
  • Advising users on appropriate action and providing basic computer training.
  • Following standard help desk procedures and logging all interactions.
  • Ensuring that technical issues and requests are addressed in a timely manner by assigning issues and requests to other areas within IT when appropriate.
  • Escalating tickets and bringing additional SMEs together to resolve P1 incidents when appropriate.  
  • Maintain and update on-boarding/off-boarding procedures.
  • Configuring equipment and managing Win 10 workstations with Intune, Active Directory, and other Admin tools.
  • Supporting wireless mobile devices with connections to email, calendars, and contacts.
  • Maintaining PC, Mobile and VOIP inventory.
  • Analyse ticket trends and root causes to identify recurring issues and drive permanent fixes.
  • Use ServiceNow to present monthly analytics reviews to IT leadership with clear recommendations and measurable outcomes including trends and root cause insights.
  • Own knowledge base strategy, content governance, and QA for support documentation.
  • Work on EUC projects as needed. 

Your skills and abilities should include:

  • Demonstrated experience leading a support, service, or help desk environment that focused on a high sense of urgency and customer service satisfaction.
  • Strong interpersonal, verbal, and written communication skills. Ability to effectively communicate and work with others while providing outstanding customer service.
  • Super-user in Domain / Active Directory / User administration and knowledgeable in MS Intune MDM or equivalent enterprise grade Mobile Device Management software.
  • In-depth and hands-on experience with standard PC, laptop, mobile and peripheral configurations with solid understanding of Microsoft Windows 10, Intune, Office 365, Azure, and web-based unified communication platforms (i.e., MS Teams, Zoom).
  • Self-motivated with an emphasis on continuing to advance technical expertise.
  • Bachelor’s degree and/or 5-7 years of experience in Information Technology

We aim to retain and attract great people, knowing they can achieve a rewarding and enriching career. We offer a competitive and above market compensation package.  The following are some of the benefits and perks we offer our employees:

  • Medical
  • Dental
  • Vision
  • FSA Medical and Dependent care
  • Health Savings Account (HSA)
  • EAP
  • Basic Life and AD&D (company paid)
  • Basic Long-Term Disability (employer) paid-Taxable income
  • Employee paid Long Term Disability(voluntary)
  • Company Medical Leave, Parental leave- 8 weeks full pay after 6 months of service
  • Voluntary benefits: short term disability, Critical illness, Hospital Indemnity, Accident
  • Travel assistance programs Company paid
  • 401(k) 6 % safe harbor match, fully vested after two years, pre- and post-tax contributions allowed
  • Gym reimbursement
  • Legal plan
  • Pet Insurance
  • Tuition reimbursement
  • Generous PTO
  • Flexible work arrangement
  • Fully stacked pantry on-site
  • Team outings
  • ERG Groups

Our CCPA Job Applicant Policy is found here: Sirius-America-CA-Job-Applicant-Privacy-Policy-Final.pdf

SALARY: The estimated annual salary range for this position is mentioned below. This is a good-faith assessment of the salary range for this position only. In determining the actual salary within this range, SiriusPoint will consider a candidate’s relevant experience, location, and other job-related factors.

SALARY RANGE

$70,000 - $80,000 USD

United behind common goals

At SiriusPoint we work as one team across our global business, and we unite that team behind common goals, understanding the positive impact we can all make at SiriusPoint. We aim to retain and attract great people, knowing they can achieve a rewarding and enriching career.

Our Purpose is to provide security and resilience in an uncertain world.

Our Vision is to be recognized as a best-in-class insurer and reinsurer utilizing deep risk capabilities to protect our customers. Blending our talent, expertise, and data to provide intelligent risk solutions.

Our culture is one of performance and accountability. Our people are our experts, and you will be empowered to apply your expertise in a supportive, collaborative and purposeful environment.

Our Values are at the heart of our business, and which guide everyday actions and decision making.

  • Integrity: Integrity, respect and trust are our core principles
  • Customer Focused: Our customers are the reason we exist
  • Solution Driven: Creating solutions is our mindset
  • Diversity: Diversity, inclusion and allyship make us stronger
  • Collaboration: Collaboration drives outperformance

 

Why Should You Join SiriusPoint?
Our people are our experts, and from day one you will be empowered to apply your expertise in a supportive, collaborative, and purposeful environment. Our Values - Integrity, Customer Focused, Solution Driven, Diversity, and Collaboration - are at the heart of our business, and they guide our everyday actions and decision making. We also unite our global team behind common goals, ensuring you can make a meaningful impact.

 

We Achieve More Together
At SiriusPoint, we know that diversity, inclusion and allyship make us stronger. We value and are committed to supporting the unique voices, backgrounds, cultures, lifestyles, and contributions of the diverse global employee base that make up our business.

We know that a diverse and equitable culture, where all voices are included and heard, is critical to our success as an employer. We are committed to developing our DE&I strategy to ensure that SiriusPoint remains a supportive and empowering place of work.

 

We are unable to sponsor or take over sponsorship of an employment visa at this time.

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