Mercer Looking for Manager – Service Desk Technical Support at Gurgaon, Haryana Full Time

Manager – Service Desk Technical Support – Gurgaon

What can you expect:
Based in our Gurgaon office, you will be given the opportunity to work remotely/flexible working

Working within a close-knit team of 30+ colleagues including a vendor, reporting into the Global Manager – Service Desk Technical Support

Within your first 3-12 months you will understand the dynamics of the team, analytics and continue to instil a culture of improvement

We will count on you to:
Coordinate and manage Level I and Level II remote technical support for colleagues across multiple lines of businesses across Marsh McLennan, within a geographic region via a vendor and a staff augmentation model.

Ensure that support services are provided to all colleagues in accordance with agreed SLAs for the region

Manage vendor and team members quality of service, also ensuring finances are managed accordingly, and that services are delivered with the service catalog and balanced scorecards

Manage an effective organisational structure, ensuring skills and talent are available to meet business requirements (including all respective recruitment activities)

Within Marsh McLennan defined framework, manages teams, promote and develop talent and a high performing function

Provide coaching and mentoring to direct reports

Supports team’s abilities and functions through positive customer relations, and encourage diversity and inclusion policies across the team

Conduct regular team meetings and ensure that information is shared appropriately within the team

Assign team members to various operational and daily activities

Gain additional knowledge and stay abreast of current technologies through employee and company sponsored training, periodicals and regular interaction with other team members

Ensure that Level I service desk support services are available to all colleague through the MGTI Service Desk 24x7x365

Making sure that the team responds to and resolves incidents and requests, within agreed SLA or within a timely manner with appropriate level of urgency

What you need to have:
Strong experience of running operational teams

Demonstrable experience of driving change

Experienced in building a high performing team

What makes you stand out:
Proven ability to translate into non-tech and sell a vision successful

Service Desk management experience

MARSH MCLENNAN

Marsh McLennan (NYSE: MMC) is the world’s leading professional services firm in the areas of risk, strategy and people. The Company’s 76,000 colleagues advise clients in 130 countries. With annual revenue over $17 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses. Marsh advises individual and commercial clients of all sizes on insurance broking and innovative risk management solutions. Guy Carpenter develops advanced risk, reinsurance and capital strategies that help clients grow profitably and pursue emerging opportunities. Mercer delivers advice and technology-driven solutions that help organizations redefine the world of work, reshape retirement and investment outcomes, and unlock health and wellbeing for a changing workforce. Oliver Wyman serves as a critical strategic, economic and brand advisor to private sector and governmental clients. For more information, visit mmc.com, follow us on LinkedIn and Twitter or subscribe to BRINK.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients regardless of their gender expression or identity, marital and civil partnership status, ethnic origin, nationality, age, background, disability, sexual orientation or beliefs. We are proud of our inclusive culture where everyone feels empowered to bring their whole selves to work and thrive. Learn more about our foundational values, mission and vision for the future by reviewing our Greater Good Policy.