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North America Service Desk Manager

Company: MARSH
Location: Louisville
Posted on: August 17, 2019

Job Description:

Description North America Service Desk Manager Location: Louisville Are you a Leader who can mobilize people to perform their best? Have you been recognized as a positive change agent who can lead an IT organization forward? We are looking for an accomplished leader who will serve as an ambassador for our North American Service Desk organization. Showcase your skills in this dynamic role where you will be expected to exceed all industry benchmarks for excellence in Tier 1 service delivery for our colleagues in North America. If you are interested in taking your career to a new level where exceptional performance is recognized by career progression, we would like to hear from you. Under the general direction of the Global Leader of Service Desk, theNorth American Service Desk Manager is responsible for all aspects of Information Services Enterprise Support, including all staffing and projects. As a key member of the IT management team, the North American Service Desk Manager will actively participate in the development and implementation of the IT strategic plan and help facilitate the development of a highly functional team through professional development, management and mentoring.The North American Service Desk Manager is a critical role in Marsh & McLennan Companies' world class Information Technology organization. We are seeking an innovative and critical thinker who thrives in an environment where their ideas and actions have an immediate and positive impact. You will be joining ourService ManagementTeam, helping to align efficient and customer focused solutions with cutting edge information services tools, including Robotics and AI.You will work closely with key stakeholders across multiple MMC Operating Companies and IT technical teams implement the strategic plan to ensure enterprise wide best in class customer service. Responsibilities: - Hire, train, schedule, oversee, and evaluate staff performance - Develop, establish, and institute operational policies for Enterprise Support - Monitor and manage phone queue (participating in escalated calls as needed (participating in escalated calls as needed) - Monitor incident trends and anticipate potential problems for proactive resolution - Analyze performance of Enterprise Support activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problem - Identify, evaluate, and recommend technologies for business and process improvement - Develop documents, implement process enhancements, and implement process improvements - Be accountable for results in terms of costs and employees, maintaining annual budget - Recruit and retain appropriately qualified staff - Keeping staffing levels consistent with industry standards for services provided to a broad community of customers - Recommend, develop, and implement new or additional services as appropriate for the organization and customers - Forecast and manage a multimillion dollar operating budget - Monitor projects to ensure completion on schedule and within budget - Interact with other managers on matters requiring coordination across organizational lines - Perform other duties as required Qualifications - Bachelor's degree in Computer Science, Information Systems Management, or equivalent experience - 5 years of experience in an Information Technology, preferably in an Enterprise Support area - 3 years of progressive experience in the management of a technical support team - Strong operational and functional knowledge of IT ticketing system - Strong organizational, planning and prioritizing skills - Strong analytical and problem solving skills - Excellent written, oral, and interpersonal skills with a focus on listening and questioning skills - Experience with team building, mentoring, and career path development - Team oriented and skilled in working within a collaborative environment - Ability to prioritize and execute tasks in a high pressure environment - Must be flexible and able to adapt to quickly change priorities - Be able to travel to off-site locations - Demonstrated experience with Robotics and AI preferred Marsh & McLennan Companies is a global professional services firm providing advice and solutions in the areas of risk, strategy and human capital. It is the parent company of a number of the world's leading risk experts and specialty consultants, including Marsh, the insurance broker and risk advisor; Guy Carpenter, the risk and reinsurance specialist; Mercer, the provider of HR and related financial advice and services; and Oliver Wyman, the management consultancy. With over 63,000 employees worldwide and annual revenue of over $13 billion, Marsh & McLennan Companies provides analysis, advice and transactional capabilities to clients in more than 130 countries. Its stock (ticker symbol: MMC) is listed on the New York, Chicago and London stock exchanges. Marsh & McLennan Companies offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: ******************** We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: ********************** Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers. Requisition #: R_******-en

Keywords: MARSH, Louisville , North America Service Desk Manager, Executive , Louisville, Kentucky

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