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 well-established property casualty insurer with a strong commitment to customer care and community involvement. The Team Leader for the Service Desk will monitor and manage workflow within the Help Desk unit, ensuring efficient customer interaction and operational support for computer systems. This role involves mentoring junior team members, managing priority problems, and improving customer service processes.
Auto InsuranceInsuranceProperty Insurance
Responsibilities
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
2+ years of proven Desktop Support experience desired
Strong organizational and communication skills
Maintains a basic knowledge of business trends
Does not require assistance to perform tasks and can be relied upon to train less experienced team analysts
Oversees the day to day operations, call volumes, projects of the team and provides critical direction as needed
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
Has the ability to handle several priority projects at once and can shift priorities based on business needs
Recognizes and analyzes problems of small to advanced complexity and escalates as appropriate with appropriate documentation
Independently considers a variety of alternatives to arrive at a timely and practical solution
Builds relationships with peers to achieve objectives
Balances team and incumbent responsibilities
Exhibits objectivity and openness to others views
Gives and welcomes feedback
Puts success of team above own interest
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
Is willing to assist immediate management in project tasks, meeting attendance and peer training and mentoring
Takes an active role in developing people and the team to maximize performance
Empowered to make decisions
Monitors team projects activities and provides timely status reports to management
Associates degree or 3 years experience in a Help Desk environment
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
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.
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.
Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved.
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