Desk Side Support Lead

New York, NY I USA

The Desk Side Support Lead provides leadership to offices located in the Northeast Region of the United States. This is a hands-on role that requires daily presence in the office and robust relationship management with all stakeholders/customers. The Desk Side Support Lead is responsible for providing technical support to office users and onsite visitors as well as providing remote support services for all colleagues and will be required to occasionally visit multiple offices in the Northeast Region (NY, NJ, CT). This colleague will also be expected to work closely with business executives on their IT requests in a professional manner. The below responsibilities must be performed at the New York, NY AXA XL Office.

DISCOVERyour opportunity

What will your essential responsibilities include?

ONSITE SUPPORT SERVICES

• CUSTOMER SUPPORT – Positively interact with and support users with their technical issues and requests via onsite desk-side visits, remote support, and providing onsite Tech Bar support according to a weekly schedule. Solicit feedback from various stakeholders within the Northeast Region, taking ownership of issues and driving them to successful resolution.
• PEOPLE MANAGEMENT – Manage a team of Desk Side Support Engineers in the New York, Stamford and Hartford offices. Provide leadership support and guidance. Ensure work schedules and site coverage are created and followed. If performance management issues arise, appropriately work with local HR Partner to implement improvements.
• TECHNICAL SUPPORT – Provide support to colleagues regarding hardware, mobile devices, software and infrastructure. This will be done for colleagues in person utilizing our in-office Tech Bar, through desk-side visits, as well as supporting remote colleagues.
• HARDWARE SUPPORT – Unbox, image, configure, test, deploy and troubleshoot desktops / laptops running Windows 10 and common peripherals including multi-function and desktop printers, monitors, and docking stations following all asset management processes and procedures.
• MOBILE DEVICE SUPPORT – Receive, test, deploy and support mobile phones. Assist end users with questions and issues that occur during the provisioning and use of mobile devices.
• SOFTWARE SUPPORT – Assist with support and troubleshoot installation of new software and deployment as needed. Interact with vendors and provide hands-on support. Assist and train users, when necessary, on common productivity applications including Microsoft Office 365.
• INFRASTRUCTURE SUPPORT – Provide Tier-1 support of wired and wireless networking, remote access, VPN, multi-factor authentication, and security Audits. Escalate issues as needed to senior staff.
• AUDIO/VISUAL SUPPORT – Learn and support the audio/visual technology equipment, developing into a local subject-matter expert. Support onsite video conference meetings as required.
• TEAM PLAYER – Act as a team player onsite supporting colleagues across department, management, and leadership team to fulfill operational service levels, department initiatives and project deliverables. Collaborate across Global Technology teams to jointly resolve complex issues.
• CUSTOMER SERVICE – In partnership and collaboration with the local Workplace (Facilities) team, contribute to providing an outstanding customer experience for colleagues based in the NY, NJ and CT offices.
• DOCUMENTATION- Prepare and maintain support documents to maintain current knowledge up to date with changes in technology.
• VENDOR SUPPORT- interact with vendors in organizing recycle pickups, printer maintenance and other services that require onsite coordination.
• Travel to sites within the Northeast US region is required on a regular basis. Travel to other US sites may be required several times a year to support offices and staff in remote locations.
• Occasional on-site weekend presence may be required to support business requirements.

You will report to Regional Infrastructure Support Manager.

SHARE your talent

We’re looking for someone who has these abilities and skills:

• Associates degree Required. Bachelor’s Degree preferred. Demonstrated management and team building skills.
• Prior experience managing individuals with proven ability to manage performance and build a team culture
• Robust technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture.
• Proven track record of providing an outstanding customer experience and knowing what it takes to provide a consistently first-class customer service internally and/or externally.
• Exceptional written and verbal communication, influencing skills, experience of communicating at all levels of management.
• Well organized with a meticulous attention to detail, organizational skills, including excellent time management, prioritizing with the ability to handle a complex and varied workload.
• Ability to work in a fast paced, high-pressure work environment.
• Outstanding ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritize tasks is a must.
• Demonstrated leadership capabilities with a demonstrated capability of leading high-performing teams.
• Experience with HP Desktops / Laptops as well as Apple products
• Extensive experience supporting TEAMS or similar video conferencing solutions
• Working knowledge of Mobile Device Management Solutions (Intune)
• Excellent Microsoft Office 365 experience – Project, Visio, Excel & TEAMS
• Citrix XenApp Suite
• Antivirus Enterprise Solutions
• IT Service Management Solutions – Service Now / Assyst or similar
• Ability to lift and move equipment up to 50

FIND your future

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at axaxl.com

Inclusion & Diversity

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.

At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. It’s about helping one another — and our business — to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ , ethnicity and origins, disability and inclusion with 20 Chapters around the globe
• Robust support for Flexible Working Arrangements
• Enhanced family friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called “Roots of resilience,” focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.

For more information, please see Sustainability at AXA XL.

The U.S. pay range for this position is $64,500– $114,500. Actual pay will be determined based upon the individual’s skills, experience, and location. We strive for market alignment and internal equity with our colleagues’ pay.

At AXA XL, we know how important physical, mental, and financial health are to our employees, which is why we are proud to offer benefits such as a competitive retirement savings plan, health and wellness programs, and many other benefits. Wealsobelieve in fostering our colleagues' development and offer a wide range of learning opportunities for colleagues to hone their professional skills and to position themselves for the next step of their careers. For more details aboutAXA XL’s benefits offerings, please visit US-Benefits-at-a-Glance_2023_US.pdf (myaxaxlbenefits.com).