Team Lead—User Support

Company:Marsh McLennan Agency

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

These additional qualifications are a plus, but not required to apply:

• 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

To learn more about a career at MMA, check us out online: http://marshmma.com/careers or flip through our recruiting brochure: https://bit.ly/3Qpcjmw

Follow us on social media to meet our colleagues and see what makes us tick:

• https://www.instagram.com/lifeatmma/

• https://www.facebook.com/LifeatMMA

• https://twitter.com/marsh_mma

• https://www.linkedin.com/company/marsh-mclennan-agency/

The applicable base salary range for this role is $57,500.00-$100,600.00. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other wellbeing programs as well as employee assistance programs.

Applications will be accepted until 12/31/ 2024

Who you are is who we are.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. We are always seeking those with ethics, talent, and ambition who are interested in joining our client-focused teams.

Marsh McLennan and its affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.