Tech Support Team Lead

Why CIG?

At Capital Insurance Group we offer our employees more than just a job. We foster career growth, provide opportunities to give back to our communities, and help you take the next step in your career!

CIG was founded in 1898 by a group of earnest farmers in need of protection and today, we are the leading West Coast Property & Casualty insurer. CIG is certified as a Great Place to Work and provides a collaborative, inclusive, and fun work culture for all employees.

Why choose CIG’s Information Technology Team?

Part of the Information Services department at CIG, the Information Technology (IT) organization delivers all internal and external technology solutions at CIG. This is your opportunity to join a fast-paced team dedicated to delivering high-quality technology experience to employees, agents, and policyholders.

Benefits

• Accrue twenty-one days of Paid Time Off during your first year

• Up to eighty-seven percent of benefits covered by CIG for you and your family members

  • Medical, dental, vision plans

• One hundred percent covered plans

  • Basic Life & AD&D

  • Employee Assistance

  • Leave Management

  • Long Term Disability

  • Short Term Disability (Outside of CA)

• Family Caregiver Support (Homethrive)

• Child Care Resources (Tootris)

• Business Travel Accident Protection

• Voluntary benefit offerings

  • Short-term (CA only)

  • Voluntary Life AD&D self, spouse and child plans

  • Flexible Spending

  • Health Savings (HSA)

  • Hospital Indemnity

  • Accidental Injury

• Critical Illness

• ARAG Legal Services

• Norton LifeLock

• Nine paid holidays, plus two floating holidays

• Above and Beyond Reward Recognition Program

  • Kudos & Shout Out Points Program

  • Quarterly Above and Beyond Bonus Program

  • Annual Above and Beyond Bonus Program

• Competitive compensation

  • Base compensation

  • Salary Management Spot Bonuses

  • Annual Incentive/Profit sharing program, potential payout annually based on company results.

• Discount partnerships

  • Gym memberships, credit union, travel, shopping, restaurants, theme parks, and more

• Insurance Educational reimbursement and bonus programs

• Employee Referral Bonus Program

• Home and Auto Insurance Discount Program.

• Paid Volunteer Time – Through company planned community events and choose your own adventure PVT in giving back in ways that are meaningful to you!

• Retirement savings benefit (401k and Roth + match)

• Health & Financial Wellness

  • Wellness platform, tools and events

  • Health Savings Account – match

  • Financial Wellness Resources

WORK ENVIRONMENT:

This is a hybrid-eligible position, where Monday through Wednesday would be working in one of our offices, with Thursday and Friday eligible for work-from-home days. Office locations include: Monterey (CA), Roseville (CA), and Bakersfield (CA).

JOB OVERVIEW:

The Tech Support Team Lead is a leadership role responsible for ensuring the smooth functioning of the Tier 1 Tech Support Analyst team. The Team Lead will be responsible for managing, resolving, or escalating support incidents while ensuring timely incident resolution and service restoration. The successful candidate must have strong leadership skills, customer service skills, troubleshooting skills, and the ability to manage the team effectively.

RESPONSIBILITIES:

• Possesses broad knowledge of the organization's products and services, and extensive experience handling customer inquiries.

• Lead a para-professional team of technical support analysts, provide guidance and leadership to ensure timely incident resolution and service restoration.

• Monitors team workload, work queues, and resources to ensure adequate and timely coverage and to meet our high level of service standards.

• Mentors and coaches the team on troubleshooting, solution development, and customer communication best practices, and continued training and development of employees.

• Responsible for working with direct manager and HRBP on any performance-related concerns

• Responsible for the performance management process of direct reports, to include performance rewards, performance improvement plans, and annual review.

• Provide a high level of customer service to internal and external customers, including managing customer expectations during incidents and service disruptions.

• Provide in-depth troubleshooting and support for IT issues, including coordinating with Tier 2 for escalation and resolution.

MINIMUM REQUIREMENTS:

• 3-4 years of technical support service desk experience

• College-level degree or comparable technical certifications. (updated)

• CompTIA A+ Certification (updated)

• ITIL Foundation certification

• Microsoft Fundamentals

Salary Range: $50,479 $83,291

The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as benefits and bonus programs.