IT Support Lead / Manager - IT Services

Leading writer of Property & Casualty Reinsurance seeking an IT Lead/ Manager – IT Support Services in their NY office managing strategic initiatives and workflows, communications and team requirements for the global operations team. I have been supporting this client for 20 years, and I can sincerely say they have the best, most employee centric, corporate culture of any client I’ve worked with. Their global team shares a passion for solving their customers’ problems through a collaborative and entrepreneurial culture that empowers employees and rewards creative thinking.

This is an in office position located in midtown Manhattan very close to all major transportation hubs.

For over three decades, the firm has helped its clients manage the risks of operating in a volatile and uncertain world. They’re experts in Property, Casualty, Specialty, Cyber and Credit reinsurance, consistently recognized for the innovative way they combine data, experience and technology to understand and manage large and complex risks across the world. They are also a business with a real social purpose - we help protect communities around the globe and enable prosperity for all. Our purpose drives us forward every day as we seek solutions to some of the world's most complicated challenges.

About the Position

Reporting directly to the AVP, IT Services Delivery Manager and will be based in our New York office. Will have select travel to other US and Europe offices as needed and as per business/project requirements. This role is part of our global IT support function and is responsible for providing first to fourth line technical support to end users across the organization. The successful candidate will play a key role in ensuring a seamless and responsive IT experience for our employees.

Key Relationships

• Reports to: AVP, IT Services Delivery Manager
• Key Stakeholders: IT Support members, Internal end users, Remote End Users, IT Security Operations and IT Infrastructure.
• Key Partners: Global IT support teams, third-party vendors, and service providers

Key Responsibilities

• Support the IT Service Delivery Manager in leading the IT Support team, ensuring alignment with business priorities, SLA adherence, and compliance with global service standards.
• Oversee BAU operations including ticket management, procurement, invoice processing, onboarding/offboarding, and patching cycles, while mentoring team members for consistent execution and knowledge transfer.
• Provide oversight and direction to IT members and direct reports, to ensure members are focused on items that are important to the business and aligns with IT service delivery.
• Deliver expert-level support for Windows 10/11, macOS, Microsoft365, enterprise applications, and advanced server OS environments.
• Perform advanced diagnostics, repair, and integration for desktops, laptops, mobile devices, printers, peripherals, and server hardware.
• Manage full user lifecycle, including permissions, access control, provisioning, and policy enforcement across Active Directory, Exchange, and Azure AD.
• Collaborate with local IT members, architecture and operations teams to resolve technical issues and manage resources for high-quality end-user support.
• Lead resolution of complex, cross-system issues through root cause analysis and appropriate resource engagement.
• Oversee hardware lifecycle management and automation, ensuring device and data security and integrity.
• Provide local and global support, acting as smart hands for IT functions during installations and advanced troubleshooting.
• Maintain vendor and supplier relationships to support operational efficiency and compliance.
• Enforce IT policies and ensure global teams adhere to standards and compliance requirements.
• Research emerging technologies and recommend solutions to enhance service delivery.
• Lead training, coaching, and mentoring initiatives to build team capabilities and foster continuous development.
• Analyze support trends and team performance to identify improvement opportunities.
• Conduct system health checks and reporting, proactively addressing monitoring gaps.
• Act as content steward by maintaining troubleshooting records, contributing to the knowledge base, and creating/delivering training materials and sessions.
• Build strong stakeholder relationships and drive collaboration across functional groups, serving as a role model for the team.
• Serve as Incident Response Technical Manager for endpoint-related incidents, ensuring swift and effective resolution.
• Provide out-of-office support, including queue monitoring, basic issue resolution, and acting as a backstop resource when needed.
• Accountable for driving vulnerability remediation and ensuring security SLAs are met, guiding IT members in addressing identified risks.
• Design, document, and remediate ITSM and Hardware Asset Management (HAM) processes.
• Participate in disaster recovery planning, testing, and execution.
• Rotate with Level 3 & 4 analysts for scheduled server patching maintenance windows.
• Mentor and coach global team members.

Candidate Qualifications:

Required:

• 5 years of experience in a technical support or helpdesk environment.
• Proficiency in supporting Windows and Mac OS X operating systems.
• Experience with Mac device deployment, management, and security compliance.
• Familiarity with Microsoft365, Active Directory, and basic networking concepts.
• Experience using SCCM, Patch My PC, or Altiris SMA for software deployment and patch management.
• Strong communication and customer service skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A relevant IT certification (e.g., ITIL Expert, advanced certifications such as Azure, VMware, etc.) is a plus.

Preferred:

• Bachelor’s or higher, with specialized training. Build management skills.
• ITIL Expert, advanced certifications or experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
• Exposure to mobile device management (MDM) platforms.
• Deep understanding with Apple Business Essentials and MS Intune integration/platform support.
• Experienced scripting knowledge (e.g., PowerShell)