Job Description

Tower Hill Insurance Group has an exciting opportunity for a talented Service Desk Administrator who enjoys intellectual challenges and is seeking a rewarding career with a company that is experiencing growth. Not only is Tower Hill Insurance one of Florida's most trusted names in homeowners insurance, but it offers great opportunities for career advancement and personal growth, along with very competitive benefits and rewards. We are growing at a consistent pace and seek professional individuals with drive, team mentality, who want to make an impact, and are committed to a long-term career in the insurance industry.

The Service Desk Administrator is responsible for providing senior administrative and technical leadership for Service Desk operations across multiple stakeholder groups, including all office locations, remote workforce, large customer base, external consultants, and an extensive network of independent insurance agents. This strategic role combines advanced technical expertise with operational management, serving as the escalation point for complex issues while overseeing service delivery metrics, dashboard management, and cross-functional project coordination. This position requires strong analytical skills, project management capabilities, and the ability to optimize Service Desk operations through automation and strategic partnerships.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the primary escalation point for Service Desk team when complex technical issues exceed resolution capabilities.
• Manage high-priority incidents and coordinate response efforts across multiple technical teams and stakeholders.
• Ensure all tickets are properly routed and assigned, implementing workflows that maximize efficiency and minimize resolution time.
• Review and monitor all system SLAs to ensure service excellence, identify trends and implement corrective actions when performance standards are not met.
• Create, maintain, and manage comprehensive Power BI dashboards that provide real-time insights into service desk performance, trends, and operational metrics.
• Develop and manage Snowflake-based analytics solutions, ensuring accurate data collection, processing, and reporting for executive and operational decision-making.
• Oversee and manage the systems ticket dashboard, ensuring comprehensive visibility into all service desk operations and performance metrics.
• Generate detailed analytics reports on service desk performance, customer satisfaction, resolution times, and resource utilization.
• Continuously evaluate and improve service desk processes, identifying opportunities for automation, efficiency gains, and service quality improvements.
• Provide data-driven insights and recommendations to IT leadership for service improvement and resource planning.
• Lead and manage project management efforts for technically complex initiatives involving service desk operations, system implementations, and process improvements.
• Coordinate integration efforts between service desk tools and other IT management systems.
• Evaluate and determine appropriate ticketing platforms (JSM vs. Team boards), ensuring tickets are processed through optimal workflows for maximum efficiency.
• Manage Jira automation workflows and projects, optimizing system configuration for maximum efficiency and user experience.
• Develop and maintain API integrations between Jira and other enterprise systems, ensuring seamless data flow and process automation.
• Design and implement automated workflows that reduce manual processes and improve service delivery consistency.
• Manage relationships with key technology vendors, service providers, and specialized technical teams.
• Maintain strategic partnership with Windows Administration team to coordinate Windows-related incidents, projects, and system integrations.
• Partner with Linux team for related issues, ensuring seamless support across all operating system platforms.
• Oversee knowledge management initiatives, ensuring comprehensive documentation and knowledge sharing across all service desk functions.
• Design and implement training programs for service desk staff, ensuring continuous skill development and knowledge transfer.
• Provide after-hours and weekend support for production systems as needed to ensure business continuity.
• Respond to critical incidents outside of normal business hours when required.

ADDITIONAL DUTIES

This job description reflects the general duties considered necessary to describe the essential functions of the job and should not be considered a complete description of all the work requirements and expectations of the position. Tower Hill reserves the right to assign duties not listed herein as necessary to accomplish the goals of the organization.

Requirements

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

Bachelor’s Degree or higher in Computer Science, Engineering, Information Technology, or related field required.

Equivalent experience may substitute for minimum educational requirements. Equivalent experience may include seven (7) years of relevant experience.

EXPERIENCE

Minimum of five (5) years of relevant work experience required, including:

• Experience in IT support, Help Desk, or Systems Administration,
• Proficiency with Windows and Mac operating systems,
• Experience with laptop/desktop imaging and deployment tools,
• Basic networking knowledge (TCP/IP, DNS, DHCP),
• Familiarity with IAM solutions such as Active Directory / Azure AD,
• Solid understanding of troubleshooting techniques,
• Experience with Jira Service Management or similar IT Service Management platforms,
• Understanding of ITIL frameworks and SLA management,
• Strong phone support and customer service skills,
• Ability to explain technical concepts to non-technical users.

CERTIFICATIONS

The following certifications are preferred:

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Apple Certified Support Professional (ACSP)
• HDI Support Center Analyst

LICENSES

Valid Driver’s License required.

BENEFITS

• Medical
• Dental
• Vision
• Life & Disability Insurance
• 401(k)
• Health Savings Account
• Accident, Critical Illness and Hospital Indemnity
• Pet insurance
• Paid time off & Holiday pay

We offer competitive pay and benefits, and well-being programs to support you and your family. For more information about our company, careers and Total Compensation visit: Total Compensation - Tower Hill Insurance (thig.com)

Tower Hill Insurance is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Tower Hill Insurance is committed to working with and providing reasonable accommodation for individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to hrdepartment@thig.com and let us know the nature of your request and your contact information.

All applicants will receive an acknowledgement that their application has been received. Candidates will not receive status updates regarding their application; however, those candidates selected for further consideration will be contacted by Human Resources.