Join a trusted leader in homeowners insurance and help optimize IT service desk operations across a growing organization.
About Tower Hill Insurance Group
Tower Hill Insurance Group is one of Florida’s most trusted names in homeowners insurance, offering great opportunities for career advancement and personal growth. We are experiencing steady growth and seek professionals with drive, teamwork, and a long-term vision for success in the insurance industry.
Schedule
- Full-time
- Hybrid preferred; remote considered in select states (CT, FL, GA, IA, IN, KY, MI, MS, NC, OH, SC, TN, TX, UT, VA, WV)
- After-hours and weekend support may be required for production systems and critical incidents
Responsibilities
- Serve as primary escalation point for complex technical issues.
- Manage high-priority incidents and coordinate responses across teams.
- Oversee ticket workflows, SLAs, and performance dashboards.
- Create and maintain Power BI dashboards and Snowflake analytics solutions.
- Generate detailed service desk performance and resource utilization reports.
- Optimize service desk processes with automation and efficiency improvements.
- Lead project management for complex technical initiatives.
- Manage Jira automation, ticket workflows, and API integrations.
- Coordinate integration between service desk tools and IT systems.
- Partner with Windows and Linux teams for seamless support.
- Oversee knowledge management, documentation, and staff training.
- Provide vendor and service provider relationship management.
- Ensure continuous improvement of service delivery and customer satisfaction.
Requirements
Education
- Bachelor’s degree in Computer Science, IT, Engineering, or related field required (or 7+ years equivalent experience).
Experience
- 5+ years in IT support, Help Desk, or Systems Administration.
- Proficiency with Windows and Mac OS.
- Experience with imaging/deployment tools, TCP/IP, DNS, DHCP.
- Familiarity with IAM (Active Directory/Azure AD).
- Troubleshooting expertise.
- Experience with Jira Service Management or similar ITSM platforms.
- Understanding of ITIL frameworks and SLA management.
- Strong phone support and customer service skills.
Preferred Certifications
- CompTIA A+, Network+, Security+
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Apple Certified Support Professional (ACSP)
- HDI Support Center Analyst
Other
- Valid driver’s license required
Benefits
- Medical, Dental, Vision
- Life & Disability Insurance
- 401(k) with employer contributions
- Health Savings Account
- Accident, Critical Illness & Hospital Indemnity Insurance
- Pet Insurance
- Paid Time Off & Holiday Pay
- Competitive pay, well-being programs, and career growth support
Tower Hill Insurance is proud to be an Equal Opportunity Employer, committed to diversity, equity, and inclusion. We provide reasonable accommodations for individuals with disabilities.
Happy Hunting,
~Two Chicks…