Lead Customer Support/Access Mgmt Analyst

Reinsurance Group Of America, Incorporated; Greater London; Hybrid; GBP 42,000 - 65,000; Full time

Job summary

Reinsurance Group Of America, Incorporated (RGA) in Greater London seeks an experienced IT Service Desk professional to manage daily operations, optimize Enterprise Access Management, and ensure high-quality user support across regional teams.

You will oversee ticket workflows, improve processes, mentor staff, and coordinate on-call coverage, with a focus on customer service. Strong communication and problem-solving skills are essential to keep services resilient and compliant with standards.

Qualifications

• 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 needed informational assets/knowledge applicable to the regional team
• Ability to be flexible when needed, take initiative, and demonstrate accountability
• Adept at oral communications, verbal communications, and customer service skills
• Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions
• Can resolve application / IT issues through troubleshooting with minimal assistance
• Independent problem-solving, self-direction and documentation skills
• Ability to work well within a team environment and participate in department projects
• Ability to travel if necessary to train people in other locations

Responsibilities

• Day to day monitoring of the regional team activity to incorporate consistency and best practice operations.
• Responsible for direct handle of Enterprise Access Management tickets.
• Relay of information, updates and knowledge to the regional team in a timely manner with occassional updates to knowledge articles and Standard Operating Procedures as applicable.
• Complete on-boarding and continued training for Service Desk associates on all processes, Standards, and customer service practices.
• Handle specific escalation requests, monitor critical escalations to completion.
• Complete audits of completed work by the regional team.
• Coaching/mentoring of underperforming regional staff to maintain high performance standards.
• Rotational Holiday/ Weekend coverage
• Take On Call Rotation as needed
• Contribute to on-going Service Desk and EAM process improvements and operational efficiencies.
• May supervise or manage four or fewer staff, and responsible for team's performance; coaches and mentors team members
• Perform other duties as assigned.

Skills

Service Desk

IT Support

Customer service

Troubleshooting

Training

Team leadership

On-call support

Education

Associate’s or Bachelor’s degree

Tools

ServiceNow

Call Queue Tech

Job description

You desire impactful work.

You’re RGA ready

RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 200 Company and listed among its World’s Most Admired Companies, we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.

A Brief Overview

Under limited supervision, is responsible for daily management of Service Desk(SD) and Enterprise Access Management(EAM) metrics, operational efficiencies for the IT Support regarding customer support requests and incidents. Ensures required information is collected and documented within tickets. Conducts day to day management of IT Support functions including leading good customer service practices and adherence to RGA business and technical standards.

What you will do

• Day to day monitoring of the regional team activity to incorporate consistency and best practice operations.
• Responsible for direct handle of Enterprise Access Management tickets.
• Relay of information, updates and knowledge to the regional team in a timely manner with occassional updates to knowledge articles and Standard Operating Procedures as applicable.
• Complete on-boarding and continued training for Service Desk associates on all processes, Standards, and customer service practices.
• Handle specific escalation requests, monitor critical escalations to completion.
• Complete audits of completed work by the regional team.
• Coaching/mentoring of underperforming regional staff to maintain high performance standards.
• Rotational Holiday/ Weekend coverage
• Take On Call Rotation as needed
• Contribute to on-going Service Desk and EAM process improvements and operational efficiencies.
• May supervise or manage four or fewer staff, and responsible for team's performance; coaches and mentors team members
• Perform other duties as assigned.

Education

• Associate’s or Bachelor’s degree or related experience

Experience

Required

• 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 needed informational assets/knowledge applicable to the regional team
• Ability to be flexible when needed, take initiative, and demonstrate accountability
• Adept at oral communications, verbal communications, and customer service skills
• Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions
• Can resolve application / IT issues through troubleshooting with minimal assistance
• Independent problem-solving, self-direction and documentation skills
• Ability to work well within a team environment and participate in department projects
• Ability to travel if necessary to train people in other locations"

Preferred

• 7+ years' Service Desk or technical user support experience
• Technical Requirements
• 5+ years of IT Support, Call Center Experience, Process Management Experience
• Service Now or similar ticket system experience, Calabira or similar Phone Queue Technology
• Insurance industry knowledge

What you can expect from RGA:

• Gain valuable knowledge from and experience with diverse, caring colleagues around the world.

• Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.

• Join the bright and creative minds of RGA, and experience vast, endless career potential.

We’re excited to get to know you and connect your unique skills with our global opportunities. To create a modern and seamless experience, we use artificial intelligence (AI) in parts of our preliminary screening process. This technology helps us personalize job recommendations, automate interview scheduling, evaluate candidates based solely on experience—without considering name, gender, or other personal details—and provide real-time answers through our chatbot. AI is used only during early screening and never makes hiring decisions. Your RGA recruiter will work closely with you every step of the way to ensure the process feels personal, thoughtful, and focused on you.