Lead Customer Support/Access Mgmt Analyst

Overview

In this role you will oversee daily IT Support operations for the regional team, focusing on Service Desk and Enterprise Access Management metrics and efficiency. You’ll guide customer service quality, ensure ticket completeness, and drive standardised practices across the team. You will train staff, manage escalations, and conduct audits to sustain high performance. This position blends people leadership with process improvement in a global insurance technology context.

Responsibilities

• Monitor regional team activity to ensure consistency and best practices
• Directly handle Enterprise Access Management tickets
• Communicate updates and revise knowledge articles and SOPs as needed
• Onboard and train Service Desk associates on processes and standards
• Manage escalations and monitor critical escalations to resolution
• Audit completed work by the regional team
• Coach/mentor underperforming staff to maintain high performance
• Provide rotational holiday/weekend coverage and on-call rotation as needed
• Contribute to Service Desk and EAM process improvements and efficiencies
• May supervise up to four 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 team
• Flexibility, initiative, accountability
• Strong oral and customer service communication skills
• Ability to adapt to new methods, work under deadlines and pressure
• Independent problem solving, self-direction and thorough documentation
• Teamwork and involvement in department projects
• Willingness to travel to train colleagues in other locations

• communication skills
• coaching and mentoring
• adaptability
• Service Desk and incident management
• Enterprise Access Management
• ticketing systems (ServiceNow, Calabira)

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