**Who Are We?** Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it. **Job Category** Technology **Compensation Overview** The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards. **Salary Range** $96,400.00 - $159,100.00 **Target Openings** 1 **What Is the Opportunity?** Manages and coordinates the activities of the unit following service management and best practices to ensure a high level of customer satisfaction, product quality, and timeliness of problem resolutions. Actively pursues Help Desk Management certification. Provides input for and understands the strategic direction for providing best-in-class customer service. Responsible for completion of daily tasks and large projects that will assist in achieving overall team goals and the success of business initiatives. Proactively seeks opportunities to reduce costs and improve customer service. Positively affects alliance building and relationship management. **What Will You Do?** + Creates support call flows and troubleshooting documents. + Scope of responsibilities may include managing employees that span multiple locations. + Makes certain thorough training of all team members is provided through individual coaching and also coordinates scheduled training for the team with various support areas while ensuring adequate staffing for daily support. + Performs periodic call monitoring evaluations for all team members. + Collaborates with affiliated areas through meetings and other correspondence on upcoming initiatives. + Manages the staff of help desk with direct preparation of employee appraisals, salary actions, and related personnel matters. + Manages projects within the Help Desk related to supported business units and business applications. + Prepares reports, analyses, and business cases for operational reviews as needed. + Oversees vendor or internal telephony personnel in the performance of installation, maintenance, or repair activities. + Works with Help Desk peers to develop and/or modify Help Desk Best Practices. + Attracts and hires top talent based on evolving business needs and goals. + Fosters a dynamic and energetic workplace. + Encouraging innovative thinking and problem solving. + Perform other duties as assigned. **What Will Our Ideal Candidate Have?** + Strong organizational and communication skills. + Help Desk professional designation a plus. **Technical Knowledge:** + The incumbent should be well versed in selected aspects of the Help Desk. + Management both from a technology/ process standpoint, and end product standpoint. + Additionally, the incumbent needs an understanding agency system configurations and applications. + Incumbent must be fully versed in personnel management skills and policies. **Business Knowledge & Partnership:** + The incumbent must be generally knowledgeable of the services of the help desk, the organization of the home and field organizations, and the interrelations among them. **Problem Solving & Decision Making:** + The incumbent must be capable of self-initiating solutions related to the unit or technical problem. + The incumbent must be a solid problem solver, being cognizant of available technical, procedural, and people management skill resources, toward resolution that are low cost, fair, and service oriented. + The incumbent must also know when to escalate to management and expert technicians when the situation warrants. **Team Orientation:** + Incumbent must constantly work in a team environment with peers/subordinates in the help desk in the home or field offices. **Communication Skills:** + The incumbent must be well versed and comfortable with regular communication both oral and written with subordinates, peers, senior managers, and vendor technicians. **Planning and Project Management:** + The incumbent is responsible for tactical & strategic planning of staff or technical resources. + Basic project management skills are needed. **Leadership:** + The incumbent is a strong team and individual motivator. + Empowers team to make appropriate decisions and be focused on the team goals as well as developing personally. + Invests in improving Team and own capabilities. **Operational Awareness:** + Incumbent develops and/or fosters Team to have innovative ideas and to think creatively to improve internal team workflows and processes. + Able to identify systems changes that may ultimately enable the company and/or customer to operate in a cost-effective manner. + Utilizes economic, industry and competitor trends to drive business decisions that will potentially improve department/corporate financial results. **What is a Must Have?** + Bachelor's degree or 5 years in Help Desk environment. **What Is in It for You?** + **Health Insurance** : Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment. + **Retirement:** Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers. + **Paid Time Off:** Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays. + **Wellness Program:** The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs. + **Volunteer Encouragement:** We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice. **Employment Practices** Travelers is an equal opportunity employer. We believe that we can deliver the very best products and services when our workforce reflects the diverse customers and communities we serve. We are committed to recruiting, retaining and developing the diverse talent of all of our employees and fostering an inclusive workplace, where we celebrate differences, promote belonging, and work together to deliver extraordinary results. In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions. If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email (4-ESU@travelers.com) so we may assist you. Travelers reserves the right to fill this position at a level above or below the level included in this posting. To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/ .