Permanent General Companies, Inc.

Desktop Services Supervisor

Location US-TN-Nashville
Posted Date 1 month ago(1/24/2018 6:00 PM)
# Positions
Information Technology


The General® Insurance company, also known as Permanent General Companies, Inc., is a growing company and a leading non-standard auto insurance company.  Currently, we are seeking qualified applicants for Desktop Services Supervisor in our Information Technology (IT) department.  We offer an employee-friendly and collaborative environment where the right candidate will learn and grow with the company.


The General® offers a generous benefits package to its employees including medical, dental, vision and life insurance after one month of employment; health care and dependent care flexible spending accounts, tuition reimbursement, paid time off (vacation, sick, holidays), 401(k) participation with a matching contribution, wellness initiatives and much more!


This position is responsible for establishing system specifications, design, engineering, implementation, ongoing performance management, and capacity planning of enterprise desktop & laptop systems, peripherals and client-side networking.  The role is responsible for delivering and promoting outstanding business minded customer service as well as guidance, training, and mentorship to a team of specialists on advanced support techniques for PC applications, hardware, and network connectivity and efficient use of specialized management software tools.  The position will provide direct support to all personnel located at the corporate office, nationwide remote offices, and mobile staff.

Essential Functions

  • Perform people management functions to include, but not limited to: hire, coach, develop, motivate, train, evaluate, reward, discipline, and terminate.  Plan, organize, staff, direct and control the day-to-day operations of the department.
  • Lead a team in the installation, deployment, configuration, administration, maintenance, monitoring, troubleshooting, patching, life-cycle replacement, disposals and performance capacity planning for all client-side desktop and laptop related hardware and software and in troubleshooting basic system connectivity.  Hardware will include but is not limited to PCs, laptops, docking stations, printers, and copiers.  Software will include common office software suites and proprietary applications. 
  • Ensure incidents and service requests are handled in accordance with established service level agreements (SLAs) and internal processes
  • Proactive in all aspects of desktop activities and troubleshooting efforts, including defining requirements, recommending and implementing tools, implementing and utilizing automation when appropriate, working with other areas to troubleshoot group policy objects, and providing expert troubleshooting abilities
  • Stay abreast of current technology trends and best-practices and works with business stakeholders, IT management, vendors, other subject matter experts and direct reports, to design and deliver desktop solutions that increase company productivity and decrease risk.  Design desktop solutions, ensuring the proposed solutions are compatible with the company’s existing technology footprint and strategy, integration points and proposed timelines are well understood, and solid infrastructure planning is performed.
  • Responsible for asset record database accuracy.  Provide reports and fixed assets metrics (computers, monitors, printers, docking stations, laptops, tablets etc.) for life-cycle and budget planning, and inventory accountability.
  • Work with the IT security team to ensure all solutions are fully compliant with all compliance initiatives (including PCI and MAR) and in line with current company information security policies.  Proactively develops solutions with the IT security team to ensure the organization maintains effective security policies as the threat landscape evolves.
  • Represent the department in change management meetings and assists in reviewing proposed changes for the purpose of minimizing risk to business operations
  • Support after-hours on-call requirements, planned maintenance activities, and disaster recovery exercises
  • Other duties as assigned


Education and Experience

  • Bachelor’s degree from an accredited college or university, with an emphasis in Computer Science, Information Systems preferred
  • 8+ years’ experience in IT support, within a corporate office environment
  • ITIL v.3 Foundations certification preferred
  • CompTIA Security+ certification preferred


Knowledge, Skills and Abilities (KSAs)

  • Thorough working knowledge of and experience using latest business related software and computer operating systems including, but not limited to Microsoft Office, Microsoft Windows, and other current software packages utilized in the work environment
  • Thorough technical knowledge and understanding of computer hardware and IT terminology and general knowledge of networking and security fundamentals
  • Ability to analyze and solve both common and complex IT problems through reasoning, troubleshooting, and innovative thinking.  Knowledge of tools for troubleshooting and management of desktop systems.
  • Ability to communicate, effectively both orally and in writing, with all levels of management and users of varying degrees of technical knowledge
  • High sense of ownership and high level of attention to details required
  • Ability to work in an extremely fast paced environment with shifting priorities while keeping stakeholders abreast of progress and expected completion dates for all assignments
  • Understanding of ITIL best practices preferred


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