Service Desk Supervisor

We are seeking a Service Desk Supervisor to join our team at MMC. This role will be based in Mexico City. This is a hybrid role that has a requirement of working at least three days a week in the office. As a Service Desk Supervisor at MMC, you will help and assist our global colleague base to work on their technology and enable them to make the business a success. In addition, you will support all our internal colleagues to diagnose, analyze, and resolve their technology issues and requests.

We will count on you to:

Manages a team of Service Desk analysts.Prioritizes workloads and balances conflicting demands.Manage schedules to ensure coverage.Provides ongoing performance feedback to team members, including the mid-year and year-end formal performance management process, as well as when progressive counseling is required.Monitors trends in individual and team performance (daily, weekly, monthly). Ensures that the individual and team responsibilities are performed in a timely, consistent, responsive manner.Verifies the quality, accuracy and timeliness of responses and actions taken by analysts.Identifies training requirements for teams and works with regional service desk managers to develop and maintain individual training plans for team members.

What you need to have:

High School diploma/GED2+ years of experience in a Service Desk Call Center environmentExperience providing Technical Troubleshooting to end-usersStrong communication skills both written and verbalStrong customer service skillsFlexibility with weekend availability (shift differential will apply)Advanced Level of English is a Must

What makes you stand out:

3-5 years of customer service experience (help desk support experience preferred)Certifications in any of the following are a plus: A+ (CompTIA), ACMT (Apple), HDI-CSR (HDI), ITIL Foundation (ITIL), Microsoft 365 Certified: Modern

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.

Marsh McLennan is committed to creating 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, or any other characteristic protected by applicable law.

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.