End User Service Manager

Chubb is the world’s largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients.

Chubb’s Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally, with a focus on building technology solutions that support new ways of working and improving productivity in the modern workplace.

Owning all components of Chubb’s Virtual Desktop support areas that employees and contractors utilize, the organization is the first point of contact that the Chubb community leverages to obtain support.

We are looking for a technical leader to help develop and manage a team of resources responsible for driving and supporting our global strategy and operations for our Virtual Desktop environment.

Responsibilities include

VDI

• Oversight of VDI platforms, driving towards consolidation and consistency in the way that VDI is administered and supported globally
• Work with business partners, understand their requirements/worfklows, driving solutions to meet their needs and facilitate a positive and productive end user experience.
• Management oversight of operation support teams and vendor partners
• Manage vendor partners to ensure SLA’s are met consistently, reporting to senior management and addressing any SLA issues
• Develop and oversee policies and procedures around the support of VDI with 3rd party support teams.
• Participate in the definition of personas to determine who receives different types of VDI under what conditions.
• Implement process and procedures for obtaining a virtual desktop, ensuring those who require VDI desktops during onboarding are fully operational on day 1.
• Oversee Application Lifecycle Management within the VDI environment (installation, configuration, troubleshooting, upgrades)
• Develop process to ensure patch and application currency throughout the environment
• Partner with Desktop Tools tower to ensure that versions of all software in the VDI environment align with standard desktops.
• Monitor and track performance of VDIs
• Eliminate persistent admin rights within the VDI environment, implementing processes for obtaining temporary admin rights upon approval
• Ensure knowledge articles/documentation exists for the resolution of all incidents
• Develop processes to maintain and manage the request and provisioning of persistent Virtual Desktops, including the retirement and tracking of unused and stale machines.
• Partner with infrastructure and engineering to ensure overall health and stability of the environment

Patching

• Ensure 3rd parties monitor for new patches and evaluate 3rd party feedback around new patches
• Coordinate with Information Security on patching activity
• Manage 3rd party SLA’s regarding patching and address and remediate gaps in service.
• Respond to client support requests
• Monitor and manage ticket queues, report weekly on ticket volumes and trends along with aging tickets to leadership
• Participate in Change Advisory Board Meetings and represent Chubb on behalf of all related changes

Builds

• Manage desktop image and help drive towards global consistency
• Assist and facilitate the deployment of a zero-touch build process, coordinating with product management tower and OEM’s on build process
• Assess current operating model and strive towards efficiency and operational improvement

Testing/Pilots

• Assist with the development and oversight of a globally aligned model branch/pilot testing programs, including schedules and evaluation of responses from pilots.

Strategy

• Partner with EIS on the development of desktop solutions
• Partner with Deskside/Exec Support and Field support teams to ensure processes and handoffs are in place for the facilitation of builds/patches.
• Work with 3rd party on the support associated with Apple Mac devices, defining formalized support program.