Application Support Supervisor

Gallagher•Rolling Meadows, IL

About The Position

At Gallagher, we help clients face risk with confidence because we believe that when businesses are protected, they’re free to grow, lead, and innovate. You’ll be backed by our digital ecosystem: a client-centric suite of consulting tools making it easier for you to meet your clients where they want to be met. Advanced data and analytics providing a comprehensive overview of the risk landscape is at your fingertips. Here, you’re not just improving clients' risk profiles, you’re building trust. You’ll find a culture grounded in teamwork, guided by integrity, and fueled by a shared commitment to do the right thing. We value curiosity, celebrate new ideas, and empower you to take ownership of your career while making a meaningful impact for the businesses we serve. If you’re ready to bring your unique perspective to a place where your work truly matters; think of Gallagher. Overview We are seeking an experienced and dynamic Manager, Mergers & Acquisitions Support Team to lead and oversee the team responsible for providing application workflow and process support to users involved in new mergers and acquisitions. This leadership role is critical to ensuring the seamless integration of acquired entities into Gallagher systems and workflows. The ideal candidate will possess strong leadership, strategic planning, and collaboration skills, with a proven ability to manage high-performing teams in a fast-paced environment.

Requirements

3 years prior relevant experience
Proven leadership experience in managing high-performing teams, preferably in a customer support or technical support environment.
Strong strategic planning and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
Excellent communication and interpersonal skills, with the ability to build relationships across all levels of the organization.
Demonstrated ability to troubleshoot and resolve complex workflow and process issues.
Experience with ticketing systems and managing high volumes of user inquiries.
Familiarity with Gallagher systems, including Applied EPIC or CSR24, is a strong plus.
Strong analytical and problem-solving skills, with a focus on continuous improvement.

Nice To Haves

Experience managing support teams in the context of mergers and acquisitions or similar transitional processes.
Background in the insurance or risk management industries.
Experience in virtual coaching, training, or Learning & Development initiatives.
Knowledge of change management principles and practices.

Responsibilities

Team Leadership and Management
Lead, mentor, and manage a team of Mergers & Acquisitions Support Analysts, ensuring high levels of performance, engagement, and professional development.
Set clear goals, expectations, and performance metrics for the team, aligned with organizational objectives.
Conduct regular team meetings, one-on-one coaching sessions, and performance reviews to ensure continuous improvement and alignment with business needs.
Strategic Planning and Execution
Develop and implement strategies to optimize the support provided to M&A users, ensuring a smooth transition and integration into Gallagher systems and workflows.
Collaborate with senior leadership to align team objectives with broader organizational goals and M&A strategies.
Identify and address resource needs, ensuring the team is adequately staffed and equipped to handle high volumes of user inquiries.
Operational Oversight
Oversee the management of ticket queues, phone queues, and escalations, ensuring timely and effective resolution of user issues.
Monitor team performance metrics and user satisfaction levels, implementing improvements as needed.
Ensure adherence to established workflows, processes, and service-level agreements (SLAs).
Collaboration and Stakeholder Engagement
Act as the primary point of contact for internal stakeholders, including Learning & Development (L&D), IT, and other departments, to ensure alignment and collaboration.
Partner with the L&D team to develop and deliver consistent training and support materials for M&A users.
Work closely with IT and other technical teams to address complex issues and implement process improvements.
Process Improvement and Innovation
Identify opportunities for workflow or process redesigns to enhance efficiency and user experience.
Stay informed about industry trends, best practices, and emerging technologies to continuously improve the team's capabilities.
Lead initiatives to standardize and streamline M&A support processes across the organization.
Travel and On-Site Support
Coordinate and oversee on-site support efforts during M&A transitions, ensuring a seamless experience for users.
Travel as needed to support team members and M&A users during critical phases of integration.

Benefits

Medical/dental/vision plans, which start from day one!
Life and accident insurance
401(K) and Roth options
Tax-advantaged accounts (HSA, FSA)
Educational expense reimbursement
Paid parental leave
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
Charitable matching gift program