Team Lead—User Support

Description :

Our not-so-secret sauce.

Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people.

More than 11,000 of the industry’s brightest talent drive our efforts to deliver purposeful work and meaningful impact every day.

Learn more about what makes us different and how you can thrive as the Team Lead User Support at Marsh McLennan Agency (MMA).

MMA provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities.

With 200 offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh McLennan (NYSE : MMC).

A day in the life.

As the Team Lead User Support you will play a pivotal role in overseeing the daily operations of our Help Desk team, ensuring that our internal customers receive exceptional technical support and service and you will maintain communication with internal customers, providing regular updates on ticket status and ensuring their needs are met.

As the Team Lead User Support you will oversee the prioritization of incoming Help Desk tickets, ensuring timely resolution of technical issues.

You will monitor ticketing systems to track progress, identify trends, and ensure adherence to service level agreements (SLAs).

You will provide technical support and troubleshooting to resolving complex issues. As the Team Lead User Support generate reports on Help Desk performance metrics to identify opportunities for process enhancements and implement best practices to improve the efficiency and effectiveness of the Help Desk operations.

Your leadership will be crucial in fostering a collaborative environment that prioritizes customer satisfaction and efficient issue resolution.

As the Team Lead User Support you will supervise and mentor Application Support Administrators, providing ongoing training and support to enhance their technical skills and customer service capabilities.

You will conduct regular performance evaluations and facilitate professional development opportunities.

Our future colleague.

We’d love to meet you if your professional track record includes these skills :

10+ years of experience in a Help Desk or technical support role

2+ years in a leadership or supervisory capacity. preferably.

Proven experience with Agency Management Systems (AMS), specifically experience in applications such as Applied Epic, Vertafore, Sagitta, BenefitPoint, ImageRight.

Demonstrated ability to convey technical information to non-technical users effectively

Exceptional attention to detail

Insurance industry experience

Experience with the ticketing system, ServiceNow

We know there are excellent candidates who might not check all of these boxes. Don’t be shy. If you’re close, we’d be very interested in meeting you.

Valuable benefits.

We value and respect the impact our colleagues make every day both inside and outside our organization. We’ve built a culture that promotes colleague well-being through robust benefit programs and resources, encourages professional and personal development, and celebrates opportunities to pursue the projects and causes that give colleagues fulfilment outside of work.

Some benefits included in this role are :

Generous time off, including personal and volunteering

Tuition reimbursement and professional development opportunities

Remote work

Charitable contribution match programs

Stock purchase opportunities