Director of End-User I.T. Services Job Listing at EPIC in Jersey City, NJ (Job ID 7981938002)

Description

Come join our team!

There are many reasons why EPIC Insurance Brokers & Consultants has become one of the fastest-growing firms in the insurance industry. Fueled and driven by capable, committed people who share common beliefs and values and “bring it” every day, EPIC is always looking for people who have “the right stuff” – people who know what they want and aren't afraid to make it happen.

Headquartered in San Francisco and founded in 2007, our company has over 3,000 employees nationwide. With locations spread out across the U.S., our local market knowledge and industry expertise helps support our clients' regional and global needs. We have grown very quickly since our founding, and we continue to see growth and success thanks to our hard-working and growth-minded employees. 

Our core values are: Owner mindset, Inspire trust, Think big, and Drive results. If these values and growth align with what you're looking for in your next career? Then consider joining our amazing team!

JOB OVERVIEW:

As a Director of End-User Technology Services, you are primarily responsible for overseeing, providing strategy & leadership, and people development for the IT Support Services Delivery, Client Relationship Management, IT Projects and Communications. Reports to Chief Information Officer. 

LOCATION: HYBRID - Requires 3 days a week in our New York City, NY or Jersey City, NJ offices

WHAT YOU'LL DO:

A detailed list of job duties includes (but is not limited to):

Strategic Alignment and Service Optimization

• Overseeing, creating and updating IT Support owned processes and knowledge-base documentation used by the IT Support teams and the Helpdesk to ensure proper workflow and protocols are followed consistently
• Developing a deep understanding and a road map of projects to gain insights into the scope of service delivery, ensuring the project timeline meets necessary deadlines while maintaining a positive user experience
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reporting metrics to management on performance of the service delivery
• Collaborating with technical design teams to set standards for process, software, hardware, and security
• Enabling high-level performance benchmarks for access to EPIC systems on laptops and mobile devices
• Manage, review and approve all IT Support related invoices for expenses

Customer-Centric Culture and Engagement

• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Maintaining a close working partnership with the Helpdesk Leadership team to ensure all services being provided by the Helpdesk are in line with the agreed upon SLA's. Reviewing trending issues, outages and escalations on a daily basis and reviewing Helpdesk performance statistics through ongoing monthly and quarterly business reviews
• Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems (Zoom Rooms)
• Proactively and rapidly respond to IT related outages as they occur, informing IT Leadership
• Promote a customer-first mindset within the IT department to enhance user experience.
• Monitor customer feedback and service metrics to identify trends and opportunities for improvement.

Team Development and Collaboration

• Develop and oversee the IT Business Partner, Communication Specialist, and Operations Manager roles
• Collaborate and partner with EPIC's Director of Procurement on technology contracts, new and renewal
• Collaborate and partner with the EPIC Operations Committee to stay connected to operational needs
• Collaborate and partner with the Director of M&A for all IT Support related requirements for new integrations and divestments
• Perform any other responsibilities assigned by the CIO
• Monitoring and managing the desktop support team, IT services desk, and VIP support functions to ensure optimal service
• Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable and drive effective dialogue exchange between departments in order to maintain transparency and resolve issues which require various IT teams to be involved

WHAT YOU'LL BRING: 

Experience and Education:

• Preferred: Bachelor's or Master's degree in Information Technology, Business Administration, or a related field
• Required: Minimum seven (7) years of experience in IT customer service and service desk management, and three (3) years in a leadership role
• Experience in management of service desk operations and delivering exceptional support
• ITIL Foundation, Certified Help Desk Manager (CHDM), or similar certifications (preferred)

Competencies: Leadership skills.

• Leadership
• People & Career Management / Mentorship
• Service Management
• Client Relationship Management
• Project Management
• Risk Management
• Decision-making
• Problem Solving
• Communication Skills (Written and oral)
• Presentation Skills
• Technical Expertise
• Continuous Improvement Mindset

COMPENSATION: 

The national average salary for this role is $150,000.00 - $190,000.00 in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on your experience, skills, training, certifications and education, while also considering internal equity and market data.

WHY EPIC:

EPIC has over 60 offices and 3,000 employees nationwide – and we're growing! It's a great time to join the team and be a part of this growth. We offer:

• Generous Paid Time off
  • Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non-exempt employees; 12 company-observed paid holidays; 4 early-close days
• Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave
• Generous employee referral bonus program of $1,500 per hired referral
• Employee recognition programs for demonstrating EPIC's values plus additional employee recognition awards and programs (and trips!)
• Employee Resource Groups: Women's Coalition, EPIC Veterans Group
• Professional growth & development: Mentorship Program, Tuition Reimbursement Program, Leadership Development
• Unique benefits such as Pet Insurance, Cancer Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support
• Additional benefits include (but are not limited to): 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs
• 50/50 Work Culture: EPIC fosters a 50/50 culture between producers and the rest of the business, supporting collaboration, teamwork, and an inclusive work environment. It takes both production and service to be EPIC!
• EPIC Gives Back – Some of our charitable efforts include Donation Connection, Employee Assistance Fund, and People First Foundation
• We're in the top 10 of property/casualty agencies according to “Insurance Journal”

To learn more about EPIC, visit our Careers Page: https://www.epicbrokers.com/about/epic-careers/. 

EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients. 

California Applicants - View your privacy rights at: https://www.epicbrokers.com/wp-content/uploads/2025/01/epic-ca-employee-privacy-notice.pdf. 

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