IT Support Lead

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

IT Support Lead

Key Responsibilities / Accountabilities

· IT Support Lead, providing 1st to 3rd line support for regional US employees.

· 1st point of contact for all high priority Incidents and requests for executives and senior business stakeholders.

· Maintaining an excellent standard of support, and building relationships with key execs/PA’s

· Managing tickets via group service management tool, ServiceNow

· Mobile device support and advanced troubleshooting skills (Apple & Android technologies)

· Advanced troubleshooting, taking ownership of wider impacting issues and root cause analysis

· Liaising with and delegating tasks to relevant support teams for escalation

· Daily checks, triage and support of on-site AV systems and conference rooms

· Local printer support, inc Liaising with 3rd parties to ensure prompt diagnosis and remediation.

· Active Directory Users and Computer administration

· Microsoft product support (Windows 11, O365)

· Basic MAC OS X support

· Basic network troubleshooting skills

· Participate in ad-hoc support requests, Desk moves, Desk side support and home visits.

· Supporting the Connecticut office up to two days per week.

· Travel to other US office locations to support senior executives during business-critical conferences/meetings.

· Ensuring adequate in-office support cover throughout core business hours 7am to 7pm (Mon-Fri)

· Potential for weekend support and out of hours support where necessary (inc weekends and Bank holidays)

Skills and abilities needed to perform role

· An understanding of the importance of excellent customer service and a “can do” attitude

· Excellent communication skills, both written and verbal

· The ability to interact confidently with senior management, clients and colleagues

· The ability to work very well in a team environment

· The ability to think logically and remain calm under pressure

· Strong prioritisation skills and ability to follow process

· Patience and empathy when dealing with customers and colleagues

· Effective problem solving skills based on clear reasoning and sound rationale

· Tactful, diplomatic and able to thrive in an ever-changing environment

· Ability to work pro-actively, under pressure and independently with minimal direction

· A good understanding of mobile devices, such as Apple smartphones and tablets

· Strong background in Microsoft products, Microsoft Office and Windows versions

· Familiarity and comfort in using web conferencing, collaboration tools and applications such as Microsoft Teams, Zoom, WhatsApp, Cisco Webex etc.

Knowledge and Experience

· IT industry experience

· Microsoft Windows 11

· Microsoft Office M365

· Microsoft Teams

· Video Conferencing Technologies

· Apple OSX/Apple Mobile

· Active Directory

· Mimecast

· ITIL Best Practice

· Remote Support Tools

· Incident, Request, Problem and Change Management

· Knowledge of administrative and clerical procedures

Compliance and Regulatory Responsibilities

· To remain compliant with FCA requirements at all times

· To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.

· To share ideas, best practice and other information within the team

· Ensure that own performance, HR and T&C records are up to date and meet the Company’s requirements

· Maintain accurate records and deal with correspondence appropriately

Professional Qualifications

· Relevant professional IT qualifications

· ITIL Foundation V4

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs.  Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.