Technical Support Manager

Company:

MMC Corporate

Description:

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.

Technical Support Manager

We will count on you to:

• 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.

What you need to have:

• 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.

What makes you stand out:

• 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.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow on LinkedIn and X.

Since 1961, NERA (https://www.nera.com) has provided unparalleled guidance on the most important market, legal, and regulatory questions of the day. Our work has shaped industries and policy around the world. Our field-leading experts and deep experience allow us to provide rigorous analysis, reliable expert testimony, and data-powered policy recommendations for the world’s leading law firms and corporations as well as regulators and governments. Our experience, integrity, and economic ingenuity mean clients can depend on us in the face of their biggest economic and financial challenges.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting reasonableaccommodations@mmc.com.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.