Travelers · 1 day ago
Team Leader – Service Desk (InsuraMatch)
United States
Full-time
Remote
Mid, Senior Level
$70K/yr - $116K/yr
3+ years expTravelers is a leading property casualty insurer with a commitment to customer service and community support. The Team Leader – Service Desk will monitor and manage workflow within the Help Desk unit, ensuring efficient customer interactions and providing operational support for computer systems.
Auto InsuranceInsuranceProperty Insurance
Responsibilities
Monitor and manage workflow within Help Desk unit to ensure timely assignment of work and efficient interaction with customers
Uses strong analytical skills, business and technical knowledge to provide operational and business support for computer systems to various internal and external customers via phone and non-phone methods related to Supported Systems
Works with immediate manager on daily tasks and key projects that will assist in achieving overall team goals and the success of business initiatives
Handles Manager's and/or Director's duties in the absence of either
Proactively seeks opportunities to reduce costs and improve customer service
Identifies and develops problem resolution and knowledge database for use by service desk staff
Positively affects alliance building and relationship management
Assumes ownership for a positive customer interaction for all calls taken
Uses available resources and industry best practices to determine if system(s) require corrective action and develops interim strategic alternative work flows when possible
Actively pursues/maintains Help Desk Certification
Monitors progress on special projects assigned to Consultant and Sr. Consultant team members
First point of contact for escalation of priority problems
With assistance of manager, determines appropriate workflow and allocation of responsibility to all team members
Understands & delivers established service level agreements
Maintain phone workflows
Assists in training and coaching less experienced Consultants
Assist in the training of new personnel within Help Desk team
Coordinate communication within work group
Understand unit/company policies and interpret for rest of team
Mentors junior team members and reports on help desk activities
May participate in new candidate interview processes and provides feedback to management
Perform other responsibilities as assigned
Qualification
Required
Associates degree or 3 years experience in a Help Desk environment
2+ years of proven Desktop Support experience desired
Strong organizational and communication skills
Demonstrates a solid knowledge of application systems and of the systems area supporting the business functions
A strong working knowledge of the systems interfaces with the business operations work-flow and a conceptual understanding of the business
Proficient in the use of agency system configurations and applications
Effectively contributes and communicates with the immediate team, systems staff, other business units, service offices, agents, and customers, through a collaborative style
Demonstrates ability to adjust priorities based on changing situations
Recognizes and analyzes problems of small to advanced complexity and escalates as appropriate with appropriate documentation
Builds relationships with peers to achieve objectives
Communicates with internal and external customers and peers when appropriate, utilizing solid written or oral skills
Is a self-motivated to drive towards meeting and exceeding team goals
Takes an active role in developing people and the team to maximize performance
Preferred
Practical experience utilizing tools such as Jira and Confluence
Familiarity or hands-on experience with Salesforce Administration is a plus
Industry-standard certifications such as CompTIAA+ is a plus
Help Desk professional designation a plus
Maintains a basic knowledge of business trends
Benefits
Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.
Company
Travelers
Travelers provides insurance coverage to protect the things that are important to you – your home, your car, your valuables and your business.
10001+ employees
H1B Sponsorship
Travelers has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (75)
2024 (47)
2023 (60)
2022 (42)
2021 (27)
2020 (20)
Funding
Current Stage
Public CompanyTotal Funding
unknown2002-03-22IPO
Leadership Team
Dan Frey
Executive Vice President and Chief Financial Officer
Beth Maerz
SVP, Customer, Strategy and Innovation
Recent News
2026-01-22
2026-01-22
Company data provided by crunchbase