Lead Customer Support/Access Mgmt Analyst

Overview

In this role you support IT service delivery by managing Service Desk and Enterprise Access Management activities. You will guide regional teams, ensure best practices, and drive customer-focused service excellence. You’ll lead onboarding and training, handle escalations, and implement process improvements to boost operational efficiency. This position offers visibility across a multinational IT function and a chance to mentor colleagues while contributing to reliable, accessible financial protection.

Responsibilities

• Monitor regional team activity to ensure consistency and best-practice operations
• Direct handling of Enterprise Access Management tickets
• Communicate updates to the regional team and update knowledge articles/SOPs as needed
• Onboard and train Service Desk associates on processes and customer service
• Manage escalations and monitor critical issues to resolution
• Audit completed work by the regional team
• Coach/mentor underperforming staff to maintain high standards
• Provide holiday/weekend coverage and On Call rotation as needed
• Contribute to Service Desk and EAM process improvements
• Potentially 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 regional team workload
• Ability to create and train on informational assets/knowledge for the regional team
• Flexibility, initiative, and accountability
• Strong oral/verbal communication and customer service skills
• Ability to adapt to new methods, meet tight deadlines and handle stress
• Independent problem-solving, self-direction and documentation skills
• Team-oriented with ability to participate in department projects
• Willingness to travel to train people in other locations

• communication skills
• adaptability
• accountability
• teamwork
• Service Now or similar ticketing system
• Calabira or similar phone queue technology

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