IT Manager – Tier 2 Operations

What part will you play?

If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem‑solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs.

Join us and play your part in something special!

This position will be responsible for managing a team of IT employees possessing varied experience levels. It participates in the planning and managing of activities within the assigned business unit/area.

This leadership role is accountable for managing the day‑to‑day operations of the Tier 2 Operations Support function, ensuring timely and effective resolution of technical issues that require in-depth troubleshooting. The ideal candidate will bring a strong background in end‑user computing technologies, a passion for excellent customer service, and a proven track record of developing high‑performing teams.

• Lead and manage the Tier 2 Operations Support team to ensure timely, high‑quality resolution of escalated technical issues.
• Drive operational excellence by aligning support practices with ITIL standards and leveraging platforms such as Service Now and Jira.
• Maintain the Jira backlog and projects while hosting daily/weekly stand‑ups.
• Serve as an escalation point for high‑priority incidents and service requests.
• Collaborate with Service Desk, Desk‑side Support, Service Management, International Operations, and Tier 3 Engineering teams to resolve cross‑functional issues and ensure seamless global service delivery.
• Monitor and report on service performance, identify trends and opportunities for improvement.
• Maintain strong communication with end‑users, stakeholders, and IT leadership regarding issue status, root causes, and resolutions.
• Enforce and support IT policies, procedures, and standards.
• Foster a culture of accountability, innovation, and customer focus.
• Mentor and develop team members, supporting career growth and skill development.
• Partner with third‑party vendors to ensure SLA compliance and service quality.

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• 5+ years of experience in IT service operations, with at least 2 years in a supervisory or team lead role.
• Strong knowledge of end‑user computing environments, including Intune/M365, Azure, Citrix VDI, Windows OS, MacOS, Active Directory, networking basics, and common enterprise applications and collaboration tools.
• Proven troubleshooting and problem‑solving skills for laptop, VDI, printer, and software issues.
• Demonstrated experience managing support teams and partnering with Tier 3 Engineering teams.
• Deep understanding of ITIL frameworks and hands‑on experience with Service Now and Jira.
• Strong customer service mindset with excellent interpersonal and communication skills.
• Exceptional communication and interpersonal skills.
• Strong organizational and time‑management skills.
• Proven ability to lead through change and develop talent in a fast‑paced environment.
• Up to 10% travel required.

• Experience in the insurance or financial services industry.
• Familiarity with Intune, Citrix VDI, RMM/DEX tools, and process automation.
• Strong analytical mindset with a focus on data‑driven decision‑making under pressure.

US work authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectionate or sexual orientation; gender expression or identity; genetic information, sickle cell trait, or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available;

medical condition; citizenship status;…