End User Services Specialist - Advanced

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

Onsite Technology Lead

Provide advanced onsite support to ~100 Chicago-based users and VIP executives. 

• Manage all office technology: 
• AV systems (Teams rooms, Zoom/Teams hardware, soundbars, displays) 
• Printer infrastructure and badge readers 
• IT room equipment, hardware staging, cabling, and device storage 
• Network closet equipment (with Network Engineering oversight) 
• Ensure meeting rooms are fully operational for executive events. 
• Partner with Facilities for workspace technology needs and ergonomics. 

Enterprise End User Support (L2/L3 for 3,000 Users) 

• Act as a Level 2/3 escalation point for the MSP across all end-user issues.
• Troubleshoot complex endpoint, authentication, M365, collaboration, and AV issues.
• Maintain high-quality technical notes and documentation.
• Identify recurring issues and drive problem-management workflows.
• Contribute to enterprise-wide KB content in support of ITIL service operations.
• Provides onsite geographic support dispatch services where necessary across US and Canada.

Executive Support

• Provide hands-on, white-glove support to senior leaders.
• Maintain AV reliability for leadership meetings and strategy sessions.
• Test, prepare, and support all large meetings or presentations.

ITIL Processes & SLA Management

• Monitor MSP ticket queues and validate SLA adherence.
• Review ticket aging, quality, triage accuracy, and workflow compliance.
• Support all ITIL process areas: Incident, Request, Change, Problem; Workflow quality and data integrity; Ticket documentation and handoff accuracy
• Provide daily/weekly SLA reporting to IT leadership.

Software Asset Management

• Manage onboarding/offboarding kits and inventory levels.
• Track software licenses, usage, and compliance across users.
• Maintain all asset records in ServiceNow (or ITAM system).
• Coordinate vendor escalations and license renewals.

Service Ownership & MSP Coordination

• Coordinate with the offshore MSP to ensure high-quality technical support.
• Guide MSP resources on troubleshooting standards and workflows.
• Manage unresolved escalations and own communication with vendors.
• Participate in operational improvement initiatives and service roadmap discussions.

Project Leadership & Support

• Lead deployment projects involving endpoint enhancements, AV upgrades, and process improvements.
• Assist in cross-business rollouts, migrations, and user communications.
• Evaluate new tools and contribute to standards development.

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance

• Basic Life Insurance at no cost to the employee

• Company paid short-term and long-term disability

• 12 weeks of 100% paid Parental Leave

• Health Savings Account (HSA)

• Flexible Spending Accounts (FSA)

• Retirement savings plan

• Personal Paid Time Off

• Paid holidays and company-wide Wellness Day off

• Paid time off to volunteer at nonprofit organizations

• Pet friendly office environment

• Commuter Benefits

• Group Pet Insurance

• On the job training and skills development

• Employee Assistance Program (EAP)

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