Regional Service Desk & Access Management Lead

Reinsurance Group of America, Incorporated; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Reinsurance Group of America, Incorporated is seeking an experienced Service Desk Lead to manage daily IT support and Enterprise Access Management operations in the Greater London region. You will guide a regional team, ensure ticket quality, and drive customer service excellence across multiple platforms.

The role requires 5+ years in service desk or technical support, with strong communication, process improvement, and on-call availability. London-based with occasional travel may be involved.

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.

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 Leadership

Customer Service

Incident Management

Knowledge Management

On-call Support

Education

Associate or Bachelor's degree

Tools

ServiceNow

Calabira

Job description

Reinsurance Group of America, Incorporated is seeking an experienced Service Desk Lead to manage daily IT support and Enterprise Access Management operations in the Greater London region. You will guide a regional team, ensure ticket quality, and drive customer service excellence across multiple platforms.

The role requires 5+ years in service desk or technical support, with strong communication, process improvement, and on-call availability. London-based with occasional travel may be involved.