Markelcorp

Markelcorp

Supervisor Service Desk

Richmond, VA · Full-time

No sponsorshipDetected 18 days ago
Incident ResponseProject ManagementProcess ImprovementCustomer SupportLeadershipCommunicationCollaborationProblem SolvingMentoringPublic SpeakingCompTIA

About the role

  • If you're looking for a place where you can make a meaningful difference, you've found it.
  • The ideal candidate will have a solid background in service desk operations, ticket handling, and IT service management (ITSM) with a focus on ITIL best practices.
  • The Service Desk Supervisor will play a key role in ensuring excellent customer service, increasing first call resolution (FCR), and improving day-to-day service desk performance.

Responsibilities

  • Collaborate with service management and other IT teams to ensure the service desk is prepared to support IT issues, changes, and projects.
  • Establish and maintain effective communication channels with internal stakeholders, ensuring smooth coordination and resolution of customer issues.
  • 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.

Requirements

  • Experience supporting PC and Microsoft Windows environments, including analyzing, diagnosing, installing, configuring, and troubleshooting hardware, peripherals, and software.
  • Working knowledge of ITIL/ITSM practices, ticket management, incident management, and service desk performance metrics.
  • Knowledge of ServiceNow, including knowledge of Service Now reporting using platform analytics and Service Operations Workspace.
  • Experience applying process-improvement methods, such as the ITIL Continual Improvement Model or Six Sigma/DMAIC, to improve service delivery, workflow efficiency, and SLA performance.
  • Experience managing priorities, coordinating operational initiatives, and collecting, organizing, and presenting performance data, including status reporting.
  • Ability to learn new tools and technologies quickly, adapt to evolving environments, and help team members adopt process and service delivery improvements.
  • US Work Authorization required.

Nice to have

  • Experience in a structured service desk or call center environment preferred.
  • Microsoft Certified IT Professional, CompTIA A+, or equivalent technical certification or training preferred.
  • ITIL, ITSM, Six Sigma, or related process-improvement certification or training preferred.
  • Project management certification or training strongly preferred.
  • Bachelor's degree in a related field preferred
  • equivalent experience will also be considered.

Skills

  • Service Desk Supervisor
  • Department overview
  • The Markel Service Desk is a critical component of our organization's IT infrastructure.
  • Duties and accountabilities
  • Foster a positive and inclusive work environment, encouraging teamwork, collaboration, and knowledge sharing among service desk staff.
  • Review staffing and scheduling models to ensure guaranteed coverage to the business.

Benefits

  • 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.

Company info

  • 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
  • What's in it for you:
  • 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 Markel.com email addresses.
  • We would also ask that you please report any job employment scams related to Markel to rarecruiting@markel.com.
  • 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 rarecruiting@markel.com.
  • No agencies please.

Equal opportunity

  • equal opportunity employer.
  • Should you require any accommodation through the

Visa & Work Authorization

  • US Work Authorization
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This listing is sourced directly from Markelcorp's careers page and normalized into a canonical job model.