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About the Role

Under limited supervision, this role is responsible for the daily management of Service Desk and Enterprise Access Management metrics and operational efficiencies for IT Support, focusing on customer support requests and incidents. Ensures required information is collected and documented within tickets, and conducts day-to-day management of IT Support functions, including leading good customer service practices and adherence to RGA business and technical standards.

Responsibilities

• Day-to-day monitoring of the regional team activity to incorporate consistency and best practice operations.
• Direct handling of Enterprise Access Management tickets.
• Relay of information, updates, and knowledge to the regional team in a timely manner, with occasional updates to knowledge articles and Standard Operating Procedures.
• Complete on-boarding and continued training for Service Desk associates on all processes, Standards, and customer service practices.
• Handle specific escalation requests and monitor critical escalations to completion.
• Complete audits of completed work by the regional team.
• Coaching and mentoring of underperforming regional staff to maintain high performance standards.
• Rotational Holiday/Weekend coverage.
• Take On Call Rotation as needed.
• Contribute to ongoing 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.

Requirements

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

Skills

• Oral communications
• Verbal communications
• Customer service
• Troubleshooting
• Problem-solving
• Self-direction
• Documentation
• Teamwork
• Adaptability
• Initiative
• Accountability
• Goal setting
• Multitasking
• Prioritization

Experience Level

• 5+ years
• 7+ years

Education Level

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

Benefits

• 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.

About the Company

• 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.

Equal Opportunity

• 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.