Gallagher Technical Support Manager Senior in Rolling Meadows, Illinois

Arthur J. Gallagher & Co., one of the world's largest insurance brokerage and risk management services firms, provides a full range of retail and wholesale property/casualty (P/C) brokerage and alternative risk transfer services globally, as well as employee benefit brokerage, consulting and actuarial services. Gallagher also offers claims and information management, risk control consulting and appraisal services to clients around the world. If you're looking for a professional career with an industry leader then you have come to the right place. Wherever your interests lie, we're sure you will agree on one thing: our continued prosperity hinges on our greatest resource --- our people.

Key Responsibilities:

  • Establishes strategic direction for managing lifecycle of various software/hardware platforms.

  • Responsible for managing the resource allocation to support the workflow of the technical support staff.

  • Approves workforce and capacity planning, and monitors scheduling of Technical Support staff to provide coverage during designated shifts.

  • Leads the development of corporate initiatives, including the transition of divisions and business units into the global IT support structure and other strategic projects.

  • Reviews and approves action plans to address metrics and measurements of service desk performance, and implements solutions to rectify problem areas.

  • Monitors statistics and metrics and adjust work processes and priorities accordingly.

  • Serves as escalation point for most complex technical issues.

  • Manages multi-level organization, including managers of technical support employees, including hiring, providing performance reviews and managing performance issues.


  • Bachelor's degree and 8 years related experience required.


  • Extensive knowledge of Windows operating software.

  • Thorough knowledge of hardware components and their functions.

  • Industry recognized certification (e.g. A , Microsoft Certified Systems Engineer [MCSE]).


  • Strong written and verbal communication skills.

  • Able to work with internal and external customers.

  • Strong customer service skills.

  • Able to work in a team environment.

U.S. Eligibility Requirements:

  • Interested candidates must submit an application and resume/CV online to be considered.

  • Must be 18 years of age or older.

  • Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation.

  • Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization.

  • Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement, which require, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure.

Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more.

Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, color, religion, sex, age, veteran status, disability, national origin, or any other legally protected status. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Job: Information Technology

Organization: Corp - Home Office

Title: Technical Support Manager Senior

Location: Illinois-Rolling Meadows

Requisition ID: 48421