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IT Help Desk Supervisor in Houston, TX at Tokio Marine HCC

Date Posted: 2/6/2018

Job Snapshot

Job Description

Tokio Marine HCC is a leading specialty insurance group conducting business in approximately 180 countries and underwriting more than 100 classes of specialty insurance. Headquartered in Houston, Texas, the company is comprised of highly entrepreneurial teams equipped to underwrite special situations, companies and individuals, acting independently to deliver effective solutions. Our products and capabilities set the standard for the industry, as many of our nearly 2,600 employees are industry-leading experts. Tokio Marine HCC is part of Tokio Marine, a premier global company with a market cap of approximately $30 billion.

We have an exciting opportunity for a Service Center Supervisor in our Corporate Headquarters located in Houston, TX.

Position Summary:

Supervises and coordinates activities of Help Desk Technicians/Representatives engaged in assisting computer users with hardware and software questions and problems to develop or modify complex and difficult information systems.

Key Responsibilities:

Relying on broad experience and judgment, the Service Center Supervisor is accountable for accomplishing the following responsibilities and has substantial latitude for actions or decisions made with minimal review.

  • Manage the processing of incoming calls via both telephone and email to ensure courteous and effective resolution of end user issues.
  • Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem.
  • Provide third-tier support to end users for PC, server or mainframe applications, and hardware.
  • Handle problems that the second-tier of Help Desk Support is unable to resolve.
  • Recommend system modifications to reduce user problems.
  • Research and remain knowledgeable of technical advancements in the Help Desk.
  • Ensure the timely process through which problems are controlled including problem recognition, research, isolation, resolution, and follow-up steps.
  • May be responsible for leading, directing, training in the technical complexities of system development and for developing others assigned to assist in accomplishing the above.
  • Plan, conduct, and supervise assignments, review and evaluate project results. Recommend changes in projects, assignments, and procedures.


Job Requirements


  • Bachelor’s degree in Computer Science, a related field, or the equivalent education and/or experience
  • CompTIA A+ or HDI Certification (Help Desk certification)
  • ITIL Foundation


  • Minimum of six years of relevant and progressive experience in area of specialization
  • Two years of leadership experience preferred


  • Possess and have ability to apply broad knowledge of principles, practices, and procedures
  • Excellent written and verbal communications skills with an emphasis on confidentiality, tact, and diplomacy
  • Exceptional organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously
  • Knowledgeable of industry changes, legal updates, and technical developments related to applicable area of the Company’s business to proactively respond to changing business environment
  • Advanced proficiency and experience using Microsoft Office package (Excel, Access, PowerPoint, Word)

The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of Companies is an equal-opportunity employer. Please visit for more information about our companies