Job Description

With senior business and technical management, plan short and long term system strategy for End User Services and IT Service Desk delivery and ongoing support. Plan, direct and monitor customer focused activities to ensure that fixes / solutions are implemented in a timely, efficient and accurate manner. Provide managerial direction to staff through all aspects of Customer Break-fix, new hire fulfillment, procurement, inventory and Request Management. Direct the research and acquisition of technical solutions and the development of staff to ensure that customer departments are adequately and appropriately supported. Responsible for leading the day-to-day operations of the End User Services and IT Service Desk Teams which includes triaging incidents, delivering to committed service levels. This will include monitoring workload, managing staff performance and development and reporting on key metrics. This position will act as technical and process escalation, coordinating with Information Security, Network and Infrastructure teams. Maintain the highest level of customer satisfaction by optimizing the use of current and emerging technology tools, as well as evaluating new solutions. This role is responsible for all desktop related incidents, changes and requests. In addition, this role is responsible for the oversight of the IT Incident Management process, IT InformU notification process, Change Advisory Board process, daily information Technology Stand-up meeting and reporting and IT Problem Management process. Responsible for driving continuous improvement through automation, defining and operating end user service operational processes and protecting endpoints from security risks and vulnerabilities.

Responsibilities

• Develop and implement a strategic vision for the End User Services team, aligning it with broader IT and organizational goals.
• Monitor industry trends and emerging technologies to identify opportunities for service delivery improvement.
• Collaborate with senior IT leadership to define service level agreements (SLAs) and success metrics.
• Analyze customer satisfaction data and identify areas for improvement in user experience.
• Lead, motivate, and coach the End User Services Team.
• Develop and implement a comprehensive training and development plan for the team, fostering a culture of continuous learning.
• Establish clear performance expectations and conduct regular performance reviews to ensure team effectiveness.
• Empower team members to take ownership of their roles and encourage innovation in service delivery.
• Oversee the day-to-day operations of the End User Services team, ensuring efficient and effective service delivery.
• Drive continuous improvement through process optimization, automation, and leveraging technology.
• Establish and maintain effective escalation procedures for complex technical issues.
• Collaborate with other IT teams (Information Security, Network, Infrastructure) to ensure seamless support for end users.
• Maintain a high level of customer satisfaction and advocate for user needs within the IT department.
• Develop and implement strategies to improve communication and build strong relationships with internal customers.
• Proactively address customer concerns and escalate critical issues to senior management when necessary.

Qualifications

• Master’s Degree in business administration (MBA) or a related field or Bachelor’s Degree in computer science, Information Technology, or a related field strongly considered, with extensive experience in IT support leadership preferred.
• 8 – 10 years of experience in a leadership role within IT support or a related field.
• In-depth understanding of IT service management methodologies (e.g. ITIL, HDI) and best practices. Proven strategic planning, budgeting, and resource allocation skills. Strong leadership and team management skills, including talent development, performance management, and building high performing teams. Excellent communication, interpersonal, and negotiation skills.
• Manages a budget for the End User Support department and makes strategic decisions on resource allocation, process improvement initiatives, staffing plans, and technology investments. Collaborate with senior management to define strategic goals and ensure alignment with business objectives.
• Receives general oversight from senior management.
• Provides strategic leadership and direction to the End User Support department fostering a positive, results-oriented, and innovative work environment. Develops and coaches team member, promoting continuous learning and development.
• Applies leadership and problem-solving skills to identify and address strategic challenges, process inefficiencies, and service delivery issues within the End User Support department. Develops and implements strategies to optimize the use of technology, resources, and workflows to achieve departmental and organizational goals.
• Regularly interacts with senior management across different business units to discuss End User Support services, resource needs, and strategic initiatives. Represents the department in meetings and discussions, focusing on alignment with business objectives and value creation. Excellent communication and interpersonal skills are essential.

Why Mapfre?

As a global insurance leader with a strong local presence, we offer more than a job — we provide a purpose-driven career where your growth, well-being, and impact truly matter.

Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.

Comprehensive Benefits: Enjoy competitive health coverage, retirement plans, paid time off, flexible work options, and lifestyle perks like employee discounts.

Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.

Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.

Pay Philosophy: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range

$140,000 - $165,000

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the Mapfre Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.