Marsh & McLennan Team Lead - Service Desk in Louisville, Kentucky
The Service Desk Team Lead in the Service Management Department of Marsh & McLennan Companies Corporate oversees a Service Desk support team in their daily tasks of responding to and resolving incident and or request tickets. The primary focus is to monitor productivity of representatives and create a work environment that is exciting and enjoyable so service level goals can be achieved.
Day to day management of 8/10 Analysts Ensure that the individual and team responsibilities are performed in a timely, consistent, responsive manner Verify the quality, accuracy and timeliness of responses and actions taken by analysts Provide ongoing performance feedback to team members, including the mid-year and year-end formal performance management process, as well as when progressive counseling is required. Monitor trends in individual and team performance (daily, weekly, monthly) Prioritize workloads and balance conflicting demands. Manage schedules to assure coverage Identify training requirements for team and work with regional service desk manager to develop and maintain individual training plans for team members Identify issues and make recommendations that will improve our procedures and collaboration with other teams Accurately and completely communicate issues and priorities that are discussed at the team leads meetings to their own teams Provide troubleshooting and referral assistance Work on special projects as assigned Qualifications Bachelor’s degree in business management, computer science or equivalent is desired. Working with various Service Desk software packages Service Desk / Call Center Team Leadership Technical Troubleshooting Strong customer service skills Strong troubleshooting skills desktops/laptops, PDAs, Printers, and IE browser issues Strong understanding of MS XP/Office Suite, Web browsers, software utilities Basic understanding of networking concepts and protocols Excellent interpersonal, written and verbal communication skills Strong decision making, problem solving, and analytical skills Strong organizational skills with emphasis on detail and follow-up Ability to communicate effectively with all levels of IT staff as well as other departments on issues of varying complexity; good judgment and flexibility in response ITIL Foundation Certification is desired Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, pension and 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://www.mmc.com/ . We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: www.mmc.com/diversity .