Regional IT Operations Support Team Lead (Americas)

AXA•New York, NY

About The Position

AXA XL Global Technology (GT) division has been going through significant transformation including simplification of applications landscape across geographies and business units, Cloud transformation and migration to strategic platforms, as well as operating model transformation to support upcoming technological and business process changes. These include centralizing, previously regionalized support teams, setting modernized standards and processes to allow us to support the business in a responsive and flexible way, while providing a follow-the-sun methodology. This regional support team lead is a key role in providing quality deskside and infrastructure support to the regional American offices.

Requirements

Proven ability in managing teams within a complex organization.
Broad knowledge of assigned technology platform including Microsoft Windows, Active Directory/Azure, Intune, Office products, installed application software and management utilities, desktop and laptop. Understanding of technology capacity and limitations.
Excellent organizational skills. Ability to manage time well in a fast-paced environment and prioritize tasks frequently.
Effective Customer service, leadership and team motivational skills.
Excellent problem solving, diagnosing and troubleshooting skills.
Solid ITSM experience utilizing ServiceNow or similar tool.
Excellent analytical skills with ideally good experience in workplace support and user account administration.
Excellent communication (verbal and written) and leadership skills. Excellent cross department and cross Group collaboration skills.
Exceptional stakeholder management skills.

Nice To Haves

Previous experience in an organization of similar-size and complexity.
Previous experience working with a centralized group function.
Service management or service delivery experience.

Responsibilities

Be the focal point, regionally, for deskside support services and infrastructure support.
Oversee the day-to-day operations of the deskside support function and associated tech-bars, including staff scheduling, workload distribution, KPI performance adherence, and continuous improvement.
Oversee user account administration process and the overall JML process for AXA XL, ensuring a first-class service is experienced by new joiners. Using continuous reporting and user feedback to drive service improvement.
Be the AXA XL point of contact for your region for deskside support and to work, when required, with AXA XL regions and Group colleagues.
Produce regular clear and concise reporting that feeds the overall IT Operations services that is being delivered within your regions, specifically concerning deskside and infrastructure topics.
Fully support and prioritize the white glove / VIP support services, ensuring a high-touch, executive-ready experience for senior leadership and other high-profile users.
Drive support excellence through regular KPI reporting, ticket analysis, QA checks, and feedback loops to continuously improve customer experience.
Lead and participate in Group led initiatives and projects related to the workplace environment, ensuring a high-level of engagement and communications.
Maintain robust stakeholder management with Group colleagues ensuring a high visibility of strategic alignment while ensuring AXA XL’s needs are met from a technical point of view.
Create operational dashboards, providing insights and forecasts to senior stakeholders, and foster a culture of financial responsibility through training and mentoring. Conduct regular process and procedure maturity assessments to drive continuous improvement.
Ensure compliance with security standards and IT governance policies, particularly regarding mobile device management and endpoint security.
Line manage a skilled team of administrators and engineers, delivering 1:1’s, performance management and personal development plans.
Support recruitment and shape a high-accountability, high-performance culture

Benefits

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.
Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
Robust support for Flexible Working Arrangements
Enhanced family-friendly leave benefits
Named to the Diversity Best Practices Index
Signatory to the UK Women in Finance Charter
AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security.
It provides competitive compensation and personalized, inclusive benefits that evolve as you do.
We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.
We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.