Operations Coordinator
Markel Corporation
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Benefits offered by this job
Job summary
Markel Corporation seeks a Process Analyst to identify inefficiencies, map end-to-end support processes, and lead improvements in Deskside Support operations. You will support asset management, ServiceNow workflows, and laptop refresh programs while coordinating cross-functional projects and stakeholder communications.
The role emphasizes process documentation, data quality, and automation initiatives, with travel up to 20% and a focus on delivering measurable service quality improvements within
Qualifications
- Experience in IT Operations, Deskside Support, Service Desk, Asset Management, or Process Analysis.
- Strong analytical and problem-solving skills.
- Experience with ServiceNow reporting and workflow analysis.
- Advanced Excel and reporting skills.
- Process documentation and workflow mapping experience.
- Strong communication and presentation skills.
- ITIL Foundation certification.
- Experience with Power BI.
- Experience with IT Asset Management.
- Lean Six Sigma or process improvement methodologies.
- Experience supporting enterprise end-user computing environments.
- Experience in supporting end users in a larger organization.
- Experience in supporting Microsoft Managed Desktop - Laptops.
- Experience in troubleshooting/supporting Win 10.
- Experience in Microsoft Office (2016, 2019, 2021, or O365).
- Experience with Cisco WebEx technology.
- Experience with AV conference rooms technology.
- Basic understanding of desktop virtualization technologies and tools.
- Basic understanding of TCP/IP and IP addressing.
- Basic understanding of O365/M365 endpoint management and Intune.
- Up to 20% travel required.
Responsibilities
- Identify inefficiencies, bottlenecks, and recurring issues within Deskside Support operations.
- Map, document, and maintain end-to-end support processes.
- Lead continuous improvement initiatives focused on standardization, automation, and simplification.
- Support Lean Right and Shift Left initiatives by identifying tasks suitable for redistribution or automation.
- Develop process documentation, SOPs, workflows, and knowledge articles.
- Facilitate process reviews and stakeholder workshops.
- Assist with hardware asset management process development and governance.
- Reconcile inventory discrepancies and identify process gaps.
- Support laptop refresh programs and cessation equipment recovery initiatives.
- Review ServiceNow incidents, requests, catalog items, and workflows for improvement opportunities.
- Improve data quality, categorization, assignment groups, and reporting accuracy.
- Assist with testing and implementation of workflow enhancements.
- Support automation initiatives where manual effort can be reduced.
- Coordinate Deskside operational projects including: Laptop refresh programs, Office moves, Tech Bar initiatives, Hardware standards projects, Workplace Resource deployments.
- Maintain project schedules, risks, action items, and status reporting.
- Track milestones and ensure deliverables are completed on time.
- Support development of customer satisfaction improvement plans.
- Serve as the primary coordinator for the US & Bermuda (US&B) laptop refresh program.
- Develop and maintain refresh schedules and rolling plans.
- Coordinate with leaders to schedule refresh activities with minimal disruption.
- Develop and execute communication plans for refresh initiatives.
- Track progress, risks, and dependencies; provide status reports to leadership.
- Identify locations and user groups for refresh activities and ensure inventory.
- Collaborate with Workplace Resources, Service Desk, and Deskside teams on refresh logistics.
- Analyze refresh data and forecasting trends to improve planning accuracy.
- Drive continuous improvement of refresh processes, documentation, reporting, and stakeholder communications.
- Analyze customer feedback and support trends to improve service quality.
Skills
Tools
Job description
What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Join us and play your part in something special!
Operations Coordinator - Deskside Support Job Summary
Identify inefficiencies, bottlenecks, and recurring issues within Deskside Support operations. Map, document, and maintain end-to-end support processes. Lead continuous improvement initiatives focused on standardization, automation, and simplification. Support Lean Right and Shift Left initiatives by identifying tasks suitable for redistribution or automation. Develop process documentation, SOPs, workflows, and knowledge articles. Facilitate process reviews and stakeholder workshops.
Assist with Hardware Asset Management (HAM) process development and governance. Reconcile inventory discrepancies and identify process gaps. Support laptop refresh programs and cessation equipment recovery initiatives.
Review ServiceNow incidents, requests, catalog items, and workflows for improvement opportunities. Improve data quality, categorization, assignment groups, and reporting accuracy. Assist with testing and implementation of workflow enhancements. Support automation initiatives where manual effort can be reduced.
Coordinate Deskside operational projects including: Laptop refresh programs Office moves Tech Bar initiatives Hardware standards projects Workplace Resource deployments Asset management implementations Maintain project schedules, risks, action items, and status reporting. Track milestones and ensure deliverables are completed on time. Support development of customer satisfaction improvement plans.
Serve as the primary coordinator for the US & Bermuda (US&B) laptop refresh program. Develop and maintain refresh schedules in partnership with the Hardware Asset Manager and Deskside leadership. Create and manage rolling 30-, 60-, and 90-day refresh plans to ensure proactive resource planning and business readiness. Coordinate with business leaders, office managers, and key stakeholders to schedule refresh activities while minimizing business disruption. Develop and execute communication plans for refresh initiatives, including pre-refresh announcements, user readiness communications, scheduling notifications, and post-deployment follow-up. Track refresh progress, deployment metrics, risks, and dependencies, providing regular status reports to leadership. Identify locations, departments, and user groups requiring upcoming refresh activities and ensure sufficient inventory and staffing are available to support deployment schedules. Partner with Workplace Resources, Service Desk, and Deskside Support teams to coordinate refresh logistics, office deployments, equipment recovery, and asset disposition activities. Analyze refresh data and forecasting trends to improve planning accuracy, resource allocation, and user experience during future refresh cycles. Drive continuous improvement of refresh processes, documentation, reporting, and stakeholder communications.
Analyze customer feedback and support trends. Identify recurring pain points affecting end-user experience. Recommend improvements to service delivery models.
- Experience in IT Operations, Deskside Support, Service Desk, Asset Management, or Process Analysis
- Strong analytical and problem-solving skills
- Experience with ServiceNow reporting and workflow analysis
- Advanced Excel and reporting skills
- Process documentation and workflow mapping experience
- Strong communication and presentation skills
- ITIL Foundation certification
- Experience with Power BI
- Experience with IT Asset Management
- Lean Six Sigma or process improvement methodologies
- Experience supporting enterprise end-user computing environments
- Experience in supporting end users in a larger organization
- Experience in supporting Microsoft Managed Desktop - Laptops
- Experience in troubleshooting/supporting Win 10
- Experience in Microsoft Office (2016, 2019, 2021, or O365)
- Experience with Cisco WebEx technology
- Experience with AV conference rooms technology
- Strong oral and written communication skills
- Basic understanding of desktop virtualization technologies and tools, this will be advantageous, although not a necessity
- Basic understanding of TCP/IP and IP addressing
- Basic understanding of O365/M365 endpoint management and Intune
- Up to 20% travel required
US Work Authorization US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.
The salary range for this position is $27.84/hr to $47.84/hr with an incentive target of 10%. The posted salary range reflects the lowest and highest base salary applicable to this role across our U.S. locations. Individual offers are determined based on geographic location, experience, qualifications, internal equity, and other job-related factors. As a result, the salary offered for a specific location will fall within a narrower range than the overall range displayed in this posting. This position may also be eligible to participate in the Company's annual incentive plan.
Markel Group (NYSE – MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world. We’re all about people | We win together | We strive for better We enjoy the everyday | We think further
- In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.
- We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.
- All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.
- We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.
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