IT Manager – Tier 2 Operations

Markel•Richmond, VA

1d•Onsite

About The Position

This position will be responsible for managing a team of IT employees possessing varied experience levels. This position participates in the planning and managing of activities within the assigned business unit/area. Role Overview This leadership role is accountable for managing the day-to-day operations of the Tier 2 Operations Support function, ensuring timely and 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 proven track record of developing high-performing teams.

Requirements

Bachelor's 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, including Intune/M365, Azure, Citrix VDI, Windows 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 and partnering 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.
US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

Nice To Haves

Experience in the insurance or financial services industry.
Familiarity with Intune, Citrix VDI, RMM/DEX tools, and process automation.
Strong analytical mindset with a focus on data-driven decision-making under pressure.

Responsibilities

Lead and manage the Tier 2 Operations Support team to ensure timely, high-quality resolution of escalated technical issues.
Drive operational excellence by aligning support practices with ITIL standards and leveraging platforms 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 Management, International Operations, and Tier 3 Engineering Teams to resolve cross-functional issues and ensure seamless global service delivery.
Monitor and report on service performance, identify trends and opportunities for improvement.
Maintain strong communication with end-users, stakeholders, and IT leadership regarding issue 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.