Lead Customer Support/Access Mgmt Analyst
Role Overview
Under limited supervision, the Lead Customer Support/Access Management Analyst manages Service Desk and Enterprise Access Management metrics, operational efficiency, and IT support requests and incidents.
The role leads customer service practices and adherence to business and technical standards and may supervise or manage up to four staff.
Key Skills for This Role
Full Job Posting
Role overview
Under limited supervision, the Lead Customer Support/Access Management Analyst manages Service Desk and Enterprise Access Management metrics, operational efficiency, and IT support requests and incidents.
The role leads customer service practices and adherence to business and technical standards and may supervise or manage up to four staff.
Responsibilities
- Monitor regional team activity and promote consistency and best practices.
- Handle Enterprise Access Management tickets directly; ensure ticket information is collected and documented.
- Share timely information and updates, and maintain knowledge articles and standard operating procedures as applicable.
- Onboard and train Service Desk associates on processes, standards, and customer service practices.
- Handle escalations and monitor critical escalations through completion; audit completed team work.
- Coach and mentor staff, including underperforming regional colleagues, and support team performance.
- Contribute to process improvements and operational efficiency.
- Provide rotational holiday and weekend coverage and join the on-call rotation as needed.
Required qualifications
- At least 5 years of Service Desk or technical user support experience.
- Able to prioritize regional team workload, create training materials, and demonstrate initiative and accountability.
- Strong communication and customer service skills; able to adapt and work under pressure.
- Able to troubleshoot application and IT issues with minimal assistance and demonstrate independent problem-solving and documentation skills.
- Able to work collaboratively, participate in department projects, and travel if needed to train staff.
- Associate’s or bachelor’s degree, or related experience.
Preferred qualifications
- Preferred: 7 or more years of Service Desk or technical user support experience.
- Preferred: 5 or more years of IT support, call center, or process management experience.
- Preferred: ServiceNow or similar ticket system, Calabrio or similar phone queue technology, and insurance industry knowledge.
Schedule and coverage
- The role includes rotational holiday and weekend coverage and on-call rotation as needed.
About RGA
RGA is a global reinsurance company focused primarily on life- and health-related solutions.
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