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Associate Chapter Lead IT Field Services - New England

Information Services - Other, Real Estates, Information Technology, Other Careers Job ID 2022-12135 Primary Location: Johnston, Rhode Island 09/23/2022
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FM Global is a leading property insurer of the world's largest businesses, providing more than one-third of FORTUNE 1000-size companies with engineering-based risk management and property insurance solutions. FM Global helps clients maintaincontinuity in their business operations by drawing upon state-of-the-art loss-prevention engineering and research; risk management skills and support services; tailored risk transfer capabilities; and superior financial strength. To do so, we rely on a dynamic, culturally diverse group of employees, working in more than 100 countries, in a variety of challenging roles.

The Associate Chapter Lead sets direction as part of a service team and leads and inspires a geographically disbursed team of IT Field Service staff. They collaborate with ICSProduct/Service Owners, Chapter resources, Service Experience Leads, and the business to guide and deliver solutions. They and their team support end-user and infrastructure technology need for FM Global Staff departments, Operations, Branch, Engineering, Learning Centers, and Specialty offices worldwide. Ensures Tier 2 and 3 level incidents are managed within theSLAsfor region and escalates as needed. Looks for opportunity to proactively resolve items and improve services via automation. Leads the implementation of hardware / software needed for office/departments within region and has input to the global planning and budgeting process. Partnering with business leaders and Hobbs, the incumbent has oversight for IT logistics with office moves and construction/build outs within the region. Establish and manage vendor relationships from a support perspective and ensures services/support is robust, within SOW/SLA’s and meets FM standards. 

At times, takes a hands-on approach “Player/Coach” to deliver regional services and/or keep important efforts on track. Interacts closely with the support staff to motivate and help ensure successful service delivery. This role understands service/support strategic direction and helps evolve skills of team members to meet the current and future needs. The Associate Chapter Lead and staff provide proactive “high-touch” business support for local events, such as department, client, and board meetings. 


This position will require continuous travel between RI and MA locations. Some additional travel to other locations as required.

Leads the day-to-day and project activities of a remote workforce that may be geographically dispersed.

Ensures efforts are completed within SLA and manages a backlog of items.

Working closely with Chapter Lead IT Field Services, is responsible for and administers appropriate employee relations, including, all aspects of the hiring process: performance management, employee development, disciplinary action, and termination.

This role requires some hands-on support and technical assistance to both business users and infrastructure teams as needed. Key areas are end-point support, remote and office based, high-touch / hybrid meeting support, deployments of key infrastructure such as Wi-Fi, computer room, specialty “learning centers and labs” needs, etc.

Works with Service Experience Lead’s, PO’s, SO’s and business units on opportunities that have been identified and prioritized as service improvement efforts. This role uses local knowledge to help identify and increase opportunities to improve business processes in the use of technology. This could result in deployment of new technology, change in support process, and/or detailed learning sessions provided on how to best use tools.

Actively and effectively uses metrics and suggests new approaches to improve the service levels for the customer. 

Cultivates a culture of automation, efficiencies in delivery, communication/collaboration, and use of metrics to drive decision making and accountability.


  • 7 - 10 years of solid experience as an IT expert and leader in end-user and infrastructure solutions
  • 3 to 5 years’ IT Service Management, ITIL framework, customer experience, and service level management.
  • Knowledge of agile practices in an enterprise infrastructure environment is highly preferred!
  • Experience working with service owners to understand needs and optimize services/user experience
  • Demonstrates robust analytical and problem-solving skills across a broad range of technologies
  • Robust hardware and software troubleshooting skills and significant user support experience
  • Experience system management skills using automated deployment tools
  • Experience leading a remote team either as direct staff or project activities
  • A servant leader and role model with exceptional planning, analytical, decision-making, organization, communication, and teamwork skills.
  • Experience in evaluating technologies and running effective technology proof of concepts
  • Experience interviewing and assessing personnel
  • Experience in coaching, mentoring, and motivating a technical workforce
  • Experience working on cross-function initiatives and products.

Soft Skills

  • Excellent customer service and interpersonal skills.
  • Ability to influence within and outside of team
  • Demonstrable ability to resolve issues
  • Ability to create an atmosphere of trust and comfortable/efficient work environment
  • Ability to balance multiple conflicting priorities and develop strategies
  • Lead large scale efforts with the potential to be global in nature
  • Excellent presentation skills to facilitate and/or deliver information technology training programs.
  • Well-developed and effective oral and written communication skills
  • Well respected by both business and IS peers, and consistently sought out as a desired team member
  • Heavily relied upon by local management as both a partner and a subject matter expert


4 Year College Degree/Bachelors; Information Security / Assurance, Computer Science, Information Technology, or a related field. Or equivalent work experience or technical training with a non-related degree

We offer our employees a wide range of benefits including career long learning opportunities, tuition reimbursement, 401 (k), pension, flexible schedules, rich health and well-being programs, generous time off allowances, volunteer days and so much more! 

FM Global is an Equal Opportunity Employer and is committed to attracting, developing and retaining a diverse workforce. 

Please note that all FM Global visitors, including external candidates interviewing for open positions will be required to be vaccinated and should be prepared to provide proof of vaccination.

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