Technical Support Manager

Marsh McLennan • Washington, PA

194d

About The Position

NERA Economic Consulting is a global economic consulting firm that applies microeconomic, finance, and quantitative principles to solve complex business and legal challenges. NERA is one of the world's largest economic consultancies, with offices across North America, Europe, and Asia Pacific. NERA Technology Services is seeking a talented Manager to lead our global Technical Support team. If you are passionate about team-building and coaching individuals to exceed their own expectations, we want to hear from you! The Technical Support Manager will enhance service levels, improve operational stability, and inspire the team to deliver extraordinary results. This role reports to the Director of Technology Operations.

Requirements

• Proven experience in a managerial role within a customer-service oriented environment.
• Strong analytical and problem-solving skills, with the ability to work independently.
• Exceptional communication skills and a desire to take ownership of tasks.
• A four-year university degree or equivalent work experience.
• Technical proficiency in hardware, operating systems, and enterprise technology, including ServiceNow.

Nice To Haves

• Experience in a Shared Services Technology environment.
• Familiarity with ITIL foundations and hybrid cloud environments.
• A proactive approach to identifying and resolving potential issues.
• A commitment to professional growth and development through continuing education.
• Willingness to travel as required and work in the office 3 or more days per week.

Responsibilities

• Facilitate efficient and timely technical support for NERA staff, ensuring incidents are monitored and resolved promptly.
• Maintain a central source of information for consistent service delivery within SLAs and quality standards.
• Implement continuous improvement initiatives to drive first-call resolution and enhance overall productivity.
• Coach and mentor a high-performing team, fostering a culture of collaboration and exceptional customer service.
• Collaborate with technology users to promote a positive image of the Technology Services team and resolve issues professionally.

Benefits

• Professional development opportunities.
• Supportive leaders.
• Vibrant and inclusive culture.
• Range of career opportunities.
• Benefits and rewards to enhance well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree