Berkley

Team Lead - Endpoint Engineering

Location Name DE, Wilmington
ID
2023-9809
Date Posted
2 months ago(12/19/2023 2:43 PM)
Company
Berkley Technology Services LLC
Primary Location
US-DE-Wilmington
Loc2
IA, Urbandale - 3840 109th Street
Category
Information Technology

Company Details

Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation, a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale, IA and Wilmington, DE, BTS provides innovative and customer-focused IT solutions to the majority of WRBC’s 60+ operating units across the globe. BTS’s wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible.

 

Driven by a commitment to collaboration, BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand, but proactively plan for the “What’s Next” in our industry and beyond.

 

With a culture centered on innovation and entrepreneurial spirit, BTS stands as a community of technology leaders with eyes toward the future -- leaders who truly care about growing not only their team members, but themselves, and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles you'd never known existed. Come join us as we push forward into the future of industry leading technological solutions.

 

Berkley Technology Services: Right Team, Right Technology, Simple and Secure.

Responsibilities

The Team Lead - Endpoint Engineering will provide leadership and direction in a fast faced environment while leading the BTS Endpoint Engineering team. Develop standards and training for staff to provide quality and timely service to the business.  Manage and support various endpoint service offerings to the companies. Utilize vendor services along with internal resources to service and support a distributed network for company desktops. Contribute to the modernization of endpoint technology to ensure Berkley operating units success.

  • Manage and direct the daily activities of the Endpoint Engineering staff including both internal and external service providers.
  • Assignment and daily prioritization of incidents reported to the Service Desk; ensure all requests are handled promptly and effectively such that agreed service levels are met.
  • Regularly monitors incidents, status, and speed of resolution of enquiries and problems; is proactive in devising improvements and recommending changes to systems, products, or services.
  • Produce metrics to ensure a high level of customer satisfaction.
  • Resolve technical issues across technical areas relating to the extension of endpoint technology throughout the Company.
  • Manage endpoint projects supporting major systems initiatives within Production Management.
  • Monitor/manage desktop (physical/virtual) and computing activities, lifecycle deployment, disaster recovery, and maintenance throughout the Company.
  • Address and resolve chronic endpoint issues.
  • Manage outsourced vendor agreements, employee/contractor selection, assignment/scheduling, performance evaluations, career plans, skills assessment, goal setting, and training plans.
  • Ensures that the inventory of components to be supported is complete, current, and up to date with lifecycle practices.
  • Demonstrates commitment and ingenuity in expert application of available facilities to non-standard situations, investigating complex situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimized.
  • For all requests that cannot be directly resolved, provides an effective interface at the highest level between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
  • Evaluates potential solutions, and implement in consultation with users, demonstrates all features, plans requirements, installs (including field modification) and commissions desktop systems, products and services and their upgrades, agreed field modifications, or workarounds.
  • Be able to represent the team as required with the ability to travel domestically

Qualifications

  • 5-7 years of experience in the information technology field, with experience as a service delivery lead.
  • Strong background in IT service delivery with a proven track record of ability to meet business requirements.
  • Bachelor’s degree in computer science or a related field, or a combination of education and equivalent experience.
  • Technical certifications in related fields are a plus.
  • Strong background of the desktop computing platform. Physical and Virtual platforms.
  • Ability to support users remotely.
  • Proven background in developing centralized delivery of desktop upgrades, patches and enhancements through automated packaging and other delivery methods.
  • Experience in implementing technology lifecycles and refresh processes.
  • Proven people management skills, with a track record of leading a team.
  • Experience and commitment to customer service delivery and service level agreements.
  • Demonstrated experience in effectively communicating with a broad base of technical and non-technical constituents including project teams and multiple management layers.
  • Outstanding interpersonal and teamwork skills.
  • Strong customer orientation and excellent negotiation skills.
  • Ability to foster teamwork.
  • Demonstrated knowledge in the implementation and best practices approach of ITIL.

 

Behavioral Attributes

  • Confronting Employee Issues
  • Development Oriented
  • Evaluating and Selecting Talent
  • Operational Effectiveness
  • Team Builder

 

The Company is an equal employment opportunity employer.

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