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. 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 make your mark as a Team Lead - User Support at MMA.

Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With 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. You will lead a team of support specialists, providing guidance, training, and mentorship to enhance their skills and performance. Your leadership will be crucial in fostering a collaborative environment that prioritizes customer satisfaction and efficient issue resolution.

• Team Leadership: Lead and mentor Application Support Administrators by providing continuous training and support to enhance their technical expertise and customer service skills. Conduct regular performance reviews and promote opportunities for professional growth.
• Ticket Management: Manage the review and prioritization of incoming Help Desk tickets to ensure prompt and effective resolution of technical issues. Monitor ticketing systems to track progress, identify trends, and ensure compliance with service level agreements (SLAs) and minimize breached incidents and enhance colleague experience.
• Technical Support: Serve as the escalation point for complex or unresolved issues, collaborating with cross-functional teams to expedite resolutions. Deliver advanced technical support and troubleshooting for applications, addressing complex problems requiring specialized knowledge.
• Process Improvement: Identify and implement process improvements and best practices to enhance Help Desk efficiency and service quality. Lead initiatives to streamline workflows, reduce ticket resolution times, and maintain up-to-date documentation of processes, procedures, and technical resources.
• Customer/Business Communication: Maintain proactive communication with internal customers by providing timely updates on ticket status and ensuring their requirements are met. Collect and analyze customer feedback to drive continuous improvement and strengthen relationships with key organizational stakeholders.
• Reporting and Analysis: Produce reports on Help Desk performance metrics, analyze data to pinpoint improvement opportunities, and support management decision-making. Present insights and recommendations to leadership to guide strategic planning.

Qualifications:

• Experience: 10 years of experience in a technical support role, with a minimum of 2 years in a leadership or supervisory capacity. Familiarity with ticketing systems, preferably ServiceNow.
• Technical Knowledge: Strong knowledge of Agency Management Systems, with experience in applications such as Applied Epic, Vertafore (Sagitta, BenefitPoint, ImageRight), or similar platforms.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users effectively. Strong interpersonal skills to foster collaboration within the team and across departments.
• Organizational Skills: Exceptional attention to detail, with proven organizational and time management skills. Ability to prioritize tasks in a fast-paced environment and manage multiple projects simultaneously.
• Team Player: Ability to work collaboratively within a team environment, promoting a positive and productive workplace culture. Ability to inspire and motivate team members to achieve their best performance.

Preferred Qualifications:

• Proficiency in Windows Operating Systems and MS Office Suite.
• Experience in the insurance industry or familiarity with insurance agency applications (e.g., Concur, DocuSign, Smartsheet, Applied CSR24, Erlon, etc).
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.
• Experience in project management methodologies (e.g., Agile, Scrum) and the ability to lead projects related to Help Desk improvements or technology implementations.

We know there are excellent candidates who might not check all 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/

Requisition #: MAMCGLOBALR333010EXTERNALENGLOBAL

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