Lead Customer Support/Access Mgmt Analyst

Overview

In this role you drive daily service desk operations and Enterprise Access Management for regional teams, ensuring efficient IT support and adherence to standards. You will lead a team, coach staff, and manage escalations to deliver reliable customer service. The role sits at the intersection of service excellence and process improvement within a global reinsurance context. You will collaborate with cross-functional teams to improve operations and knowledge sharing, shaping a resilient IT support function.

Responsibilities

• Monitor regional team activity to ensure consistent, best-practice operations
• Direct handling of Enterprise Access Management tickets
• Communicate updates and maintain knowledge articles and SOPs
• Onboard and train Service Desk associates on processes and customer service standards
• Manage escalations and drive them to completion
• Audit completed work by the regional team
• Coach/mentor underperforming staff to maintain performance
• Participate in rotational holiday/weekend coverage and on-call rotation
• Contribute to ongoing Service Desk and EAM process improvements
• Possibly supervise or manage four or fewer staff and oversee team performance
• Perform other duties as assigned

Key requirements

• 5+ years’ Service Desk or technical user support experience
• Ability to set goals, multitask and prioritize workload for the regional team
• Ability to create and train on informational assets/knowledge for the regional team
• Flexibility, initiative and accountability
• Strong oral and customer service communication skills
• Ability to adapt to new methods, meet deadlines, handle pressure
• Independent problem-solving, self-direction and documentation skills
• Teamwork and involvement in department projects
• Willingness and ability to travel for training

• multitasking
• customer service
• communication
• Service Desk experience
• IT Support experience
• Call Center experience

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