IT Manager – Tier 2 Operations

Role Overview

This leadership role is accountable for managing the day-to-day operations of theTier 2OperationsSupport function ensuringtimelyand effective resolution of technical issues that require in-depth troubleshooting. The ideal candidate will bring a strong background in end-user computing technologies a passion for excellent customer service and a proventrack recordof developing high-performing teams.

Key Responsibilities

• Lead and manage theTier 2OperationsSupport team to ensuretimely high-quality resolution of escalated technical issues.

• Drive operational excellence by aligning support practices with ITIL standards andleveragingplatforms such as ServiceNow and Jira.

• Maintain the Jira backlog and projects while hosting daily/weekly standups.

• Serve as an escalation point for high-priority incidents and service requests

• Collaborate with Service Desk Deskside Support Service ManagementInternational Operations and Tier 3 Engineering Teamsto resolve cross-functional issues and ensure seamless global service delivery.

• Monitor and report on service performanceidentifytrendsand opportunities for improvement.

• Maintainstrong communicationwith end-users stakeholders and IT leadershipregardingissue status root causes and resolutions

• Enforce and support IT policies procedures and standards

• Foster a culture of accountability innovation and customer focus.

• Mentor and develop team members supporting career growth and skill development.

• Partner with third-party vendors to ensure SLA compliance and service quality.

Qualifications

• Bachelors degree in Computer Science Information Technology or a related field preferred.

• 5 years of experience in IT service operations with at least 2 years in a supervisory or team lead role. or support leadership.

• Strong knowledge of end-user computing environments includingIntune/M365 Azure Citrix VDIWindows OS MacOS Active Directory networking basics and common enterprise applications and collaboration tools.

• Proven troubleshooting and problem-solving skills for laptop VDI printer and software issues

• Demonstrated experience managing support teams andpartnering with Tier 3 Engineering teams.

• Deep understanding of ITIL frameworks and hands-on experience with ServiceNow and Jira.

• Strong customer service mindset with excellent interpersonal and communication skills

• Exceptional communication and interpersonal skills.

• Strong organizational and time management skills

• Proven ability to lead through change and develop talent in a fast-paced environment.

• Up to 10%travel.

Preferred Attributes

• Experience in the insurance or financial services industry.

• Familiarity withIntune Citrix VDI RMM/DEX tools and process automation.

• Strong analytical mindset with a focus on data-driven decision-making under pressure.

Who we are:

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.

Were all about people We win together We strive for better

We enjoy the everyday We think further

Whats in it for you:

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.

Are you ready to play your part

Choose Apply Now to fill out our short application so that we can find out more about you.

Caution: Employment scams

Markel is aware of employment-related scams where scammers will impersonate recruiters by sending fake job offers to those actively seeking employment in order to steal personal information. Frequently the scammer will reach out to individuals who have posted their resume online. These job offers include convincing offer letters and frequently ask for confidential personal information. Therefore for your safety please note that:

• All legitimate job postings with Markel will be posted on Markel Careers. No other URL should be trusted for job postings.

• All legitimate communications with Markel recruiters will come from email addresses.

We would also ask that you please report any job employment scams related to Markel to .

Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectional or sexual orientation; gender expression or identity; genetic information sickle cell trait or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available; medical condition; citizenship status; pregnancy childbirth or related medical conditions; marital status civil union status domestic partnership status familial status or family responsibilities; military or veteran status including unfavorable discharge from military service; personal appearance height or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence; public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law.

Should you require any accommodation through the application process please send an e-mail to the.

No agencies please.