By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance IT Support Specialist Join us in delivering cutting-edge technology solutions for the world’s best brands. Apply your IT knowledge and experience to solve complex and constantly evolving technology challenges in the context of an energetic, entrepreneurial culture. Work on Sedgwick’s industry-leading proprietary technologies and platforms – with like-minded technology experts aligned on the same goals. Deliver innovative customer-facing technology solutions to clients who represent virtually every industry and comprise some of the world’s most respected brands. Be a part of a rapidly growing, industry-leading global company known for its excellence and customer service. Take advantage of a variety of professional development opportunities that help you perform your best work and grow your career. Enjoy flexibility and autonomy in your daily work, your location, and your career path. Access diverse and comprehensive benefits to take care of your mental, physical, financial and professional needs. PRIMARY PURPOSE OF THE ROLE: To serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality; to provide guidance and mentoring; to provide an escalation quality validation point; to identify, research and resolve complex technical problems; to create and manage escalation procedures and ensure service levels are maintained; to perform required documentation and monthly quality ticket review; and track and monitor issues ensuring resolution in a timely manner. ESSENTIAL RESPONSIBILITIES MAY INCLUDE Provides leadership, direction, and support to a team of IT Support colleagues. Ensures IT Support processes and procedures are adhered to and departmental objectives are met. Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions from internal and external customers. Monitors workloads and status; supports colleagues by providing advice on handling complex issues. Ensures company customer service standards are met. Communicates high visibility issues to immediate supervisor. Maintains good client relationships. Serves as a final level of quality for issue escalation research. Continues to identify areas of improvement (process or employee). Identifies, researches, replicates issues, resolves and responds to issues or questions received from internal and external customers as needed. Manages complex troubleshooting and software development issues as needed. Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues. Escalates calls to the appropriate departments as needed. Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed. Provides status and follow-up information to internal or external customers as needed. QUALIFICATIONS Bachelor's degree from an accredited college or university preferred. Six (6) years of Help Desk or technical support service experience or equivalent combination of education and experience required. TAKING CARE OF YOU Career development and promotional growth opportunities A diverse and comprehensive benefits offering including medical, dental vision, 401k, PTO and more. The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time. Sedgwick is an Equal Opportunity Employer. The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time. Sedgwick is the world’s leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com
