Description Join AXA Partners as an IT Operations Team Leader and take charge of ensuring smooth 24/7 operations for AXA Partners US & Canada. As a pivotal member of our team, you will play a key role in implementing central, regional, and local initiatives, working closely with transversal and central infrastructure teams to ensure seamless service delivery.
Responsibilities:
- Team Leadership & Management:
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- Overseeing the Help Desk team, ensuring prompt and effective resolution of user issues.
- Setting performance targets, providing regular feedback, and managing team development.
- Coordinating the scheduling and workload distribution of support personnel.
- Service Desk Operations:
- Ensuring issues/requests are logged, tracked, and resolved according to SLAs.
- Implementing and refining processes for handling user requests, incidents, and problems.
- Cross-Team Collaboration:
- Collaborating closely with the Global IT Operations team to ensure alignment between local support and global initiatives.
- Facilitating communication between Help Desk staff and network/server teams for issue escalation.
- Technical Oversight & Escalation:
- Providing high-level technical guidance to Help Desk staff.
- Serving as the escalation point for complex or critical issues requiring coordination with global networking and server operations.
- Incident & Problem Management:
- Handling high-priority incidents that require coordination across multiple teams, including networking and server operations.
- Strategic IT Initiatives:
- Aligning Help Desk operations with global IT strategies, policies, and standards.
- Participating in global IT projects and ensuring that local operations contribute to broader business objectives.
- Documentation & Reporting:
- Maintaining accurate documentation of processes, troubleshooting guides, and knowledge bases.
- Generating reports on Help Desk performance, issue trends, and resolution times for leadership.
- Compliance & Security:
- Ensuring that Help Desk operations comply with relevant IT policies, including cybersecurity protocols and data protection standards.
- Continuous Improvement:
- Implementing a continuous service improvement strategy that evolves based on user feedback, performance metrics, and changes in technology or global operations.
Qualifications Qualifications: - Education: Bachelor's Degree in Computer Science or Related Are
- 7+ Years of experience in Help Desk management, Infrastructure, Operations, and IT Service Delivery
- 5+ years of experience in contractors or vendor manageme
- Experience in Complex IT Environments (Network, System and Storage, and End User
- Experience Leading and Coaching Diverse Teams
- Experience in Cloud environments like Microsoft Azure
What We Offer At AXA Partners US, we're appreciative of the people who work for us, and our rewards package is reviewed regularly to reflect that. You can expect to receive:
- Annual salary range: $112,494 - $172,050
- Annual Company & Performance based discretionary Bonus 10% - 12%
- 20 days Annual Leave (rising to 25 days based on length of service)
- 8 Paid Company Holidays
- Medical, Dental, Vision and Life Insurance
- HSA, FSA and HRA available + Employer Contribution
- 401(k) Pension Plan & Employer match
- Paid Parental Leave
- Education Reimbursement
- Hybrid Work - 2 days in the office per week
Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract).
"Learn more about the Reforest Program here"
About AXA AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
Our mission: Empower people to live a better life.
Our values: Customer First, Courage, Integrity and One AXA.
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
AXA Partners' role is also to implement innovative solutions emerging from the AXA Innovation unit.
Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.