Information Technology  

Location:

Hybrid  

In record time, Acrisure has become the fastest growing insurance broker globally. A top 20 player a few years ago, we are now in the top 10 of insurance brokers globally, with ambitious plans to continue growing at pace. Beyond our growth, our dedication to client service, as fueled by our business model and culture, means that Acrisure’s opportunity is to be the most relevant and successful, privately held insurance broker in the industry. 

Our model is unique. Through a network of agency partners that provide local service with global reach, we work in service of two core objectives: create value and be a good partner.  

Our culture is strong. We are a collaborative company of entrepreneurial, innovative, and talented people who believe in our future. We outthink and out work the competition. We look outside our walls and are energized by our fast-paced trajectory. 

Our vision for the future is clear. We have limitless potential to achieve unprecedented success in the insurance industry. To achieve our opportunity, a best-in-class IT team must support us.   

This is an exciting opportunity to join this growing team and immediately make an impact to the overall success of the company. If you are interested in collaborating with good people who celebrate entrepreneurialism and work with commonality of purpose, Acrisure is the place for you.  

Essential Duties and Responsibilities: 

Operational Oversight 

• Monitor and Review Performance: Track contact center data to ensure SLO/SLA compliance; analyze Quality Assurance data, productivity, and service ticket trends for corrective actions. 

• Manage Service Desk Operations: Oversee team schedules, attendance, and adherence; provide real-time feedback on attendance and productivity. 

• Support Escalations and Issues: Address escalated client requests, ensuring proactive problem resolution and continuous communication on trouble tickets. 

• Optimize Processes and Procedures: Standardize and improve procedures, conduct data analysis for improvement opportunities, and document policies for consistent service desk processes. 

Team Leadership and Development 

• Set Strategic Direction: Establish goals, strategic direction, and professional development plans for team members. 

• Conduct Performance Evaluations: Lead monthly one-on-ones, mid-year, and annual reviews, and provide daily coaching to enhance performance. 

• Deliver Recognition and Discipline: Recognize achievements and manage performance improvement plans, including disciplinary actions when needed. 

• Mentor and Train Team Members: Mentor staff, manage a comprehensive training strategy, and establish training for new hires. 

Recruitment and Financial Decisions 

• Recruitment and Retention: Collaborate with branch offices to recruit quality agents; interview candidates and schedule new hire training. 

• Financial Planning and Input: Participate in salary reviews, advise on staffing expenditures, contractor expenses, and vendor financial decisions impacting the team. 

Stakeholder Engagement and Industry Awareness 

• Stakeholder Relationship Building: Maintain relationships with key stakeholders, ensuring alignment on service desk operations and client needs. 

• Stay Updated on Industry Trends: Stay current with industry standards and trends to inform strategic improvements and service desk processes. 

• Represent Service Desk in Corporate Initiatives: Participate in the corporate change review process, manage communications and process updates, and ensure service desk readiness. 

Reporting and Metrics 

• Performance and Satisfaction Reporting: Develop and maintain performance metrics and satisfaction surveys, distributing operational reports (daily, weekly, monthly, quarterly) to monitor and improve team performance. 

• Policy and Knowledge Management: Create and maintain knowledgebase standards, document Level I policies and procedures, and manage a schedule for all service desk services. 

This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management. 

Competencies: 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience: 

• Associates degree or the recognized equivalent in education and experience. Bachelor’s degree preferred. 

• Minimum five years of experience in MIS, systems or information technology field required. 

• Experience working within the ITIL framework with ability to demonstrate core concepts. Relative certification can supplement. 

• ServiceNow certifications or relative experience desired. 

• Experience with call center applications, Nice CXone preferred. 

Computer Skills: 

• Experienced with Windows desktop operating systems. 

• Adept with all supported Microsoft Office versions.  

• Familiar with the M365 technology stack including: Azure AD, Intune, Exchange Online, Office Suite, SharePoint, OneDrive, and Teams. 

• Familiar with Apple desktop operating systems. 

• Experience with managing Android and IOS devices. 

• Understanding of core network troubleshooting processes. 

Other Qualifications: 

• A positive, team-oriented attitude is necessary to deal with a large variety of personalities. 

• Ability to communicate technical details to clients of diverse technical background. 

• Strong customer service skills and experience delivering excellent customer experiences. 

• Must be analytical, organized, and detail oriented with good verbal and written communications skills. 

• Must have a high level of problem-solving skills. 

• Technical writing capabilities to design and deploy knowledge base articles for customer education and internal training. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Moderate stress due to regular deadlines and daily challenges 

• High finger dexterity while typing documents and forms 

• Occasionally lift up to 20lbs. 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Work is done in a temperature-controlled, non-smoking office 

• Workstations are cubicles with moderately high sides 

• The noise level in the work environment is usually moderate 

Together with our Agency Partners, Acrisure is reshaping the insurance industry. Be a part of that evolution and join the Acrisure community, either as part of our Home Office support teams or within one of our Agency Partners. Visit our website to see available job openings in insurance, accounting, account management, and more. https://acrisure.com/about-acrisure/careers/ 

To Executive Search Firms & Staffing Agencies:  Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement.  All unsolicited resumes will be considered Acrisure’s property, and Acrisure will not be obligated to pay a referral fee.  This includes resumes submitted directly to hiring managers without contacting Acrisure’s Human Resources Talent Department.