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. This position participates in the planning and managing of activities within the assigned business unit/area.
Role Overview
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.
Key Responsibilities
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 ServiceNow and Jira.
Maintain the Jira backlog and projects while hosting daily/weekly standups.
Serve as an escalation point for high-priority incidents and service requests
Collaborate with Service Desk, Deskside 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.
Qualifications
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. or support leadership.
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 ServiceNow 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.
Preferred Attributes
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
US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.
Who we are:
Markel Group (NYSE – MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.
We’re all about people | We win together | We strive for better
We enjoy the everyday | We think further
What’s in it for you:
In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.
We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.
All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.
We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.
Are you ready to play your part?
Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.
Caution: Employment scams
Markel is aware of employment-related scams where scammers will impersonate recruiters by sending fake job offers to those actively seeking employment in order to steal personal information. Frequently, the scammer will reach out to individuals who have posted their resume online. These "job offers" include convincing offer letters and frequently ask for confidential personal information. Therefore, for your safety, please note that:
All legitimate job postings with Markel will be posted on Markel Careers. No other URL should be trusted for job postings.
All legitimate communications with Markel recruiters will come from Markel.com email addresses.
We would also ask that you please report any job employment scams related to Markel to rarecruiting@markel.com.
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; affectional 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; pregnancy, childbirth, or related medical conditions; marital status, civil union status, domestic partnership status, familial status, or family responsibilities; military or veteran status, including unfavorable discharge from military service; personal appearance, height, or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence; public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law.
Should you require any accommodation through the application process, please send an e-mail to the rarecruiting@markel.com.
No agencies please.