Manager, Helpdesk

  • 10751 Deerwood Park Blvd, Jacksonville, FL 32256, USA
  • Full-time

Company Description

Fortegra Corporation, an insurance services company, provides insurance-related products and distribution and administration services in the United States. The company was formerly known as Life of the South Corporation and changed its name to Fortegra Corporation in 2008. Fortegra Corporation was incorporated in 1981 and is based in Jacksonville, Florida.

Job Description

  • The Manager, Help Desk will provide management and oversight of the daily ticket load and the distribution of those tickets to the technicians. 
  • Acts as a liaison between the Help Desk and the business units as it pertains to tickets that are opened
  • Identifies, documents, submits for approval and implements Service Level Agreements between the Help Desk and the business units. 
  • Gathers metrics on Help Desk performance and makes recommendations on modifications to processes and procedures in an effort to streamline the processes measured.   
  • Identifies additional areas that require measurement and recommends the metrics to be gathered and reported.   
  • Participates in SOX, PCI and varying types of Due Diligence audits on a regular basis.   
  • Holds regular meetings on Help Desk performance and works with the team members to better manage tickets, escalate complex tickets and improve resolution time.   
  • Manages telecommunications for the company; includes managing mobile devices such as phones and tablets, reviewing services rendered, ordering new services, auditing services for best pricing, metrics and reporting on the telecommunication services.

Qualifications

  • Bachelor’s degree in related field or equivalent work experience
  • 5+ years experience
  • Leadership experience
  • Refining skill sets
  • Proven track record of keeping promises to Fortegra team
  • Execution leadership. Proven track record of leading a team to improved performance for customers and Fortegra
  • Good communication both verbally and written.
  • Intermediate ability to use Word, Excel, PowerPoint, Outlook. 
  • Advanced ability to use ManageEngine SD Plus is required.
  • Advanced iSeries management experience is required.
  • Able to successfully work across company lines with associates at all levels to resolve issues and escalate tickets. 
  • Requires familiarity with ITIL practices.
  • Ability to manage multiple high priority initiatives in a fast paced highly technical environment. 

Additional Information

Full benefit package including medical, dental, life, company paid short/long term disability, 401(k), tuition assistance and more.

Find us on Facebook at facebook.com/Fortegra

All your information will be kept confidential according to EEO guidelines.