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Senior User Support Lead

WTW • United States, United States • 4h ago

Description

The Role

Manage and optimize day-to-day support operations including incident response, ticket resolution and management.

Proactively identify and address operational opportunities across the support team.

Maintain detailed documentation of support cases, resolutions, and best practices.

Act as an escalation point for complex or sensitive user issues.

Develop, monitor and analyze support metrics to identify trends and proactively address issues.

Communicate effectively with internal stakeholders, technical teams and external clients to ensure timely resolution of issues.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Qualifications

The Requirements

Minimum 8 years of experience managing support operations in a fast-paced environment.

Customer-focused mindset with a commitment to delivering high-quality support.

Excellent verbal and written communication skills.

Proven ability to manage multiple priorities in a fast-paced environment.

Experience with ticketing systems, remote support tools, and diagnostic utilities.

Familiarity with software development lifecycle and agile methodologies is a plus.

Experience with remote or global teams is a plus

Bachelor's degree in Computer Science, Information Technology, or related field preferred.

Compensation

The base salary compensation range being offered for this role is $95,000.00-$110,000.00 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)

Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)

Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans' eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets

WTW

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