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Introduction: Join us at Gallagher Re, the trailblazers of the reinsurance world, where every day brings new opportunities to shape the future. We empower our clients with cutting-edge analytics and insights, providing them the confidence to make strategic decisions that transform industries. As a team member, you'll be at the forefront of innovation, translating data into impactful solutions and taking the reins of your career like never before.
We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply. Overview: We are looking to recruit a IT Junior Service Manager to join our Technology Support Team.
This role will be assisting the Senior Service Manager with day-to-day activities such ticket management, project management, management reporting, monitoring team productivity and end user escalations. Ideally you will have experience using ticketing systems such as Remedy and will be comfortable in pulling and presenting data from this system to help support and improve the team’s performance.
You will be joining a Global Team with colleagues based in the US, UK and India. How you'll make an impact:

• Assist Senior Service Manager with various tasks listed under Key Responsibilities.
• Monitoring Support Team’s Key Performance Indicators such as ticket volumes, ticket response, ticket updates, ticket resolution, mean time to resolve and Ticket Survey Responses.
• Monitoring support team productivity and efficiency.
• Improve/maintain both customer satisfaction and positive customer relationships between the IT Support team and internal end users.
• Managing end users problem/ticket escalations.
• Interactions with other internal IT teams and external 3rd party vendors to escalate, trouble shoot and resolve underlying problems.
• Maintain the lifecycle of multiple catastrophe modeling software systems in an Azure environment.
• Small project management over software installation and maintenance on multiple software instances, on a variety of hardware.
• Understand Catastrophe Modeling analytics tools from a business analyst’s perspective
• Contribute to support knowledge base by reviewing, creating or updating solution documents.

About you:

• Previous experience working in an IT Team Lead or Support role where you have assisted with ticket management, project management, end user escalations, management reporting, knowledge document management.
• ITIL knowledge or use of call tracking software, preferably BMC Remedy
• Knowledge of technologies such as Microsoft Azure, Windows Server, SQL Server and/or Windows Server HPC.
• Knowledge of Reinsurance and/or Catastrophe Modelling software, such as RiskLink or Touchstone would be an advantage but is not essential.

Compensation and benefits:

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days
• Defined contribution pension scheme, which Gallagher will also contribute to
• Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x
• Income protection, we’ll cover up to 50% of your annual income, with options to top up
• Health cash plan or Private medical insurance

Other benefits include:

• Three fully paid volunteering days per year
• Employee Stock Purchase plan, offering company shares at a discount
• Share incentive plan, HMRC approved, tax effective, stock purchase plan
• Critical illness cover
• Discounted gym membership, with over 3,000 gyms nationally
• Season ticket loan
• Access to a discounted voucher portal to save money on your weekly shop or next big purchase
• Emergency back-up family care
• And many more…

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know.

Should you require reasonable adjustments to your application, please get in touch with TAGlobalSupport@ajg.com . If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch.

Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation. We are committed to diversity and opportunity for all and are opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.