Technical Support Team Lead

Ryan Specialty

1d • $94,150 - $110,000

About The Position

We are seeking an experienced and motivated Technical Support Team Lead to ensure high-quality customer service, mentor support specialists and manage daily support operations under the CoE with an adherence to ITSM best practices. This role will bridge the gap between technical troubleshooting and team leadership, driving efficiency and customer satisfaction. The Team lead will report to the CoE Director of System Support. What will your job entail?

Requirements

• 2+ years of experience in a technical leadership or senior role.
• Experience working in the non-admitted wholesale insurance space, with familiarity in software solutions that support this domain.
• Hands-on experience with configurable vendor policy administration systems; experience with C1 or Insurity products is strongly preferred.
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline (preferred). Equivalent professional experience will also be considered.
• Experience with SQL.
• Data analysis skills for reporting on support metrics.
• Experience working with vendor-configurable platforms or third-party software solutions.
• Effective communication and interpersonal skills.
• Strong attention to detail and analytical thinking.
• Sound decision-making and problem-solving abilities.
• Commitment to continuous learning and professional development.

Responsibilities

• Mentor, coach and train support specialists to improve performance and growth.
• Act as the primary escalation point for complex, high-priority customer technical issues.
• Monitor key support metrics to identify bottlenecks and improve processes.
• Work with technical and functions teams to resolve bugs and improve product quality.
• Maintain a robust knowledge base and ensure accurate ticketing documentation.
• Develop and maintain flow of ticket resolution.

Benefits

• Ryan Specialty seeks to offer our employees a comprehensive and best-in-class benefits package that helps them — and their family members — achieve their physical, financial, and emotional well-being goals.
• In addition to paid time off for company holidays, vacation, sick and personal days, Ryan offers paid parental leave, mental health services and more.
• The target salary range for this position is $94,150.00 - $110,000.00 annually.
• For additional information on Ryan Specialty Total Rewards, visit our website https://benefits.ryansg.com/.
• We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees