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Job Details

Service Desk Supervisor Supv Client Services

Company name
ICW Group ( Insurance Company of the West ICW Group )

San Diego, CA

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Service Desk Supervisor (Supv, Client Services)

As a Service Desk Supervisor

at ICW Group, you will supervise the day-to-day operations of the Service Desk including the implementation of policies and procedures related to the support of internal and external users. You take pride in providing internal customers with superior customer service, so developing and maintaining SLAs (service level agreements) and key performance measurements comes naturally to you. Because you are a true team player, you meet with department managers to develop solutions consistent with organizational objectives. As a seasoned IT professional, you are familiar with a variety of the field's concepts, practices and procedures and rely on your extensive experience and judgment to plan and accomplish goals. You realize that a one size solution does not fit all, so you use creativity and latitude when problem solving and troubleshooting to provide the ultimate customer experience with established parameters. Each day offers a variety of challenges for you to tackle, including but not limited to:

Provide monthly Service desk metrics and Asset report and feedback during team review process.

Provide Service Desk staff with ongoing coaching, feedback, and development.

Third level escalation for hardware and software issues, end users support via both telephone and e-mail.

Identify, research, and resolve complex technical problems.

Create and manage escalation procedures and ensures service levels are maintained.

Document, track and monitor problems to ensure resolution in a timely manner.

Interact with all appropriate departments within IT in order to restore service and/or identify problems.

Provide technical support to high level executives and end users for PC, server, network and applications.

Manage complex mobile device configuration and troubleshooting

Maintain IT Service desk knowledge base in ECM, Standard Operating procedures for respective ICW location and appropriate service level agreement (SLA) on tickets in ServiceNow.

Build rapport and elicit problem details from external customers.

Perform UAT to ensure problem has been adequately resolved

Responsible for Project planning/ coordination/ execution

Act as Project resource for IT initiatives

Manage and follow IT Asset management cycle /process.

Provide new site deployment support.

Creates New Hire accounts including email and imaging workstations/equipment.

RSA Token Management.


Bachelor's degree in area of specialty plus 8 years of relevant work experience OR the equivalent combination of experience and education.

2 years of experience supervising a team of 5 or more direct reports.

Advanced Citrix support experience.

2 leadership experience managing/leading a technical team with SLAs and KPIs

Knowledge and understanding of operating systems including Microsoft Win2007 and Windows 10.

Experience and familiarity with:

ITIL Framework

Project Management knowledge


Project Server



ICW Group

Job Title:

Service Desk Supervisor (Supv, Client Services)


Customer Service

Job Ref:



San Diego, California

About ICW Group

Based in San Diego, ICW Group Insurance Companies is the largest group of privately held insurance companies domiciled in California. Quoting more than $3 billion annually, ICW Group represents a group of Property, Auto and Workers’ Compensation insurance carriers, including Insurance Company of the West and Explorer Insurance Company.

ICW Group is recognized nationally as an industry leader in helping policyholders achieve fewer and less costly claims, and is committed to meeting the needs of its policyholders and elevating the trusted agents and brokers who advise them. The company offers its insurance products through an independent network of experienced and professional agents and brokers.



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Company info

ICW Group ( Insurance Company of the West ICW Group )
Website :

Company Profile
ICW Group we are on a journey to relentlessly service the needs of our agents, brokers, policyholders, business partners and team members. As a privately held family of multi-line property and casualty insurance carriers, ICW Group provides Workers’ Compensation, Earthquake, and Personal and Business Auto insurance. Based in San Diego, California, our companies consist of Insurance Company of the West, Explorer Insurance Company and Independence Casualty and Surety Company.

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