The Role
Provides senior-level IT support escalation, incident coordination, root cause analysis, onboarding and offboarding quality assurance, audit and access review support, and mentorship for support staff. The role identifies systemic risks and process gaps, coordinates with project management and vendors, supports SaaS and Microsoft enterprise environments, and participates in an on-call rotation. This is a remote position with occasional visits to the New York office.
Summary Generated by Built In
Job Summary:
We are looking for an experienced and motivated Senior Support Specialist. Reporting into the Support Manager, the perfect candidate would play a critical role in maintaining service quality, operational consistency, and audit readiness by owning escalations, validating support execution, and identifying systemic risks across IT support functions.
This is a remote position with occasional visits to our New York office as needed.
Salary Range: $80,000 - $95,000 per year
What you will do:
We are looking for an experienced and motivated Senior Support Specialist. Reporting into the Support Manager, the perfect candidate would play a critical role in maintaining service quality, operational consistency, and audit readiness by owning escalations, validating support execution, and identifying systemic risks across IT support functions.
This is a remote position with occasional visits to our New York office as needed.
Salary Range: $80,000 - $95,000 per year
What you will do:
- Act as a senior escalation point for Support Desk team members, handling complex or high impact support issues.
- Own incident coordination and follow-through for escalated issues, ensuring appropriate communication, prioritization, and resolution.
- Determine when issues should be escalated to Project Management or with vendors and coordinate accordingly. Ensure all requirements for escalation are met.
- Maintain strong situational awareness of open incidents, risks, and service impacts.
- Provide guidance and mentorship to Support Desk staff on troubleshooting techniques, escalation judgment, and customer communication.
- Maintain a strong working knowledge of Kingstone systems, applications, and support processes.
- Participate in onboarding and offboarding activities, ensuring the quality and completeness of support execution. (Onboard/Offboard QA, Onboard Meetings, Laptop QA)
- Identify recurring issues or process gaps and recommend improvements.
- Support audit and access review activities by validating documentation, access accuracy, and adherence to defined processes.
- Partner and collaborate with IT and business teams on complex or systemic issues.
- Drive root cause analysis for recurring or high-impact incidents and ensure preventative actions are defined and tracked.
- Participate in On-Call rotation
- Bachelor’s degree or equivalent combination of education and relevant work experience.
- 5+ years of experience in senior IT support or service delivery within a corporate environment.
- Experience working with ticketing systems (Jira or equivalent).
- Demonstrated ability to handle escalations and complex support scenarios.
- Experience supporting SaaS applications and enterprise user environments.
- Deep understanding of audit, compliance, and regulatory processes.
- Experience in a regulated industry such as insurance, finance, or banking.
- Experience mentoring or serving as a senior point of escalation for other support staff.
- Familiarity with Microsoft enterprise environments (O365, Intune, device management).
- Strong troubleshooting and critical thinking skills.
- Excellent verbal and written communication skills.
- Ability to identify process gaps.
- Strong organizational skills and attention to detail.
- Demonstration of strong bias toward action, ownership, and proactive follow-through.
- Comfort operating in ambiguity and high-priority situations.
- Comprehensive health benefits
- Life and disability insurance
- 401(k) with company match
- Paid parental leave
- Paid vacation, sick time, holidays, and birthday
- Peer recognition program
- We roll up our sleeves
- We take ownership for Kingstone's success
- We are nimble and move fast
- You are not a number
Skills Required
- Bachelor's degree or equivalent combination of education and relevant work experience
- 5+ years of experience in senior IT support or service delivery within a corporate environment
- Experience working with ticketing systems such as Jira or equivalent
- Experience handling escalations and complex support scenarios
- Experience supporting SaaS applications and enterprise user environments
- Deep understanding of audit, compliance, and regulatory processes
- Experience in a regulated industry such as insurance, finance, or banking
- Experience mentoring or serving as a senior escalation point for support staff
- Familiarity with Microsoft enterprise environments, including Microsoft 365, Intune, and device management
- Strong troubleshooting and critical thinking skills
- Excellent verbal and written communication skills
- Ability to identify process gaps
- Strong organizational skills and attention to detail
- Bias toward action, ownership, and proactive follow-through
- Comfort operating in ambiguous and high-priority situations
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The Company
What We Do
Kingstone Insurance Company is a New York State-based property and casualty insurer serving NY for over 138 years. At Kingstone, we believe that personal professional service is the proper way to provide the insurance professional and consumer with the right products at fair prices with best-in-class service. We offer multiple lines of property and casualty insurance only through our Select Producers. Kingstone Insurance Company is a wholly-owned subsidiary of Kingstone Companies, Inc., a public company (Nasdaq:KINS).
