AXA XL Global Technology (GT) division has been going through significant transformation including simplification of applications landscape across geographies and business units, Cloud transformation and migration to strategic platforms, as well as operating model transformation to support upcoming technological and business process changes. These include centralizing, previously regionalized support teams, setting modernized standards and processes to allow us to support the business in a responsive and flexible way, while providing a follow-the-sun methodology. This regional support team lead is a key role in providing quality deskside and infrastructure support to the regional American offices. What you’ll be doing What will your essential responsibilities include? Be the focal point, regionally, for deskside support services and infrastructure support. Oversee the day-to-day operations of the deskside support function and associated tech-bars, including staff scheduling, workload distribution, KPI performance adherence, and continuous improvement. Oversee user account administration process and the overall JML process for AXA XL, ensuring a first-class service is experienced by new joiners. Using continuous reporting and user feedback to drive service improvement. Be the AXA XL point of contact for your region for deskside support and to work, when required, with AXA XL regions and Group colleagues. Produce regular clear and concise reporting that feeds the overall IT Operations services that is being delivered within your regions, specifically concerning deskside and infrastructure topics. Fully support and prioritize the white glove / VIP support services, ensuring a high-touch, executive-ready experience for senior leadership and other high-profile users. Drive support excellence through regular KPI reporting, ticket analysis, QA checks, and feedback loops to continuously improve customer experience. Lead and participate in Group led initiatives and projects related to the workplace environment, ensuring a high-level of engagement and communications. Maintain robust stakeholder management with Group colleagues ensuring a high visibility of strategic alignment while ensuring AXA XL’s needs are met from a technical point of view. Create operational dashboards, providing insights and forecasts to senior stakeholders, and foster a culture of financial responsibility through training and mentoring. Conduct regular process and procedure maturity assessments to drive continuous improvement. Ensure compliance with security standards and IT governance policies, particularly regarding mobile device management and endpoint security. Line manage a skilled team of administrators and engineers, delivering 1:1’s, performance management and personal development plans. Support recruitment and shape a high-accountability, high-performance culture What you’ll bring We’re looking for someone who has these abilities and skills: Required Skills and Abilities: Proven ability in managing teams within a complex organization. Broad knowledge of assigned technology platform including Microsoft Windows, Active Directory/Azure, Intune, Office products, installed application software and management utilities, desktop and laptop. Understanding of technology capacity and limitations. Excellent organizational skills. Ability to manage time well in a fast-paced environment and prioritize tasks frequently. Effective Customer service, leadership and team motivational skills. Excellent problem solving, diagnosing and troubleshooting skills. Solid ITSM experience utilizing ServiceNow or similar tool. Excellent analytical skills with ideally good experience in workplace support and user account administration. Excellent communication (verbal and written) and leadership skills. Excellent cross department and cross Group collaboration skills. Exceptional stakeholder management skills. Desired Skills and Abilities: Previous experience in an organization of similar-size and complexity. Previous experience working with a centralized group function. Service management or service delivery experience. Who we are AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it. How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty. With an innovative and flexible approach to risk solutions, we partner with those who move the world forward. Learn more at axaxl.com What we offer Inclusion AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It’s about helping one another — and our business — to move forward and succeed. Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe. Robust support for Flexible Working Arrangements Enhanced family-friendly leave benefits Named to the Diversity Best Practices Index Signatory to the UK Women in Finance Charter Learn more at Inclusion & Diversity at AXA XL | AXA XL. AXA XL is an Equal Opportunity Employer. Total Rewards AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do. We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence. Sustainability At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called “Roots of resilience”, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations. Our Pillars: Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans. Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions. Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting. AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving. For more information, please see Sustainability at AXA XL. The U.S. base salary range for this position is USD 94,300 - 134,400 Actual pay will be determined based upon the individual’s skills, experience and location. We strive for market alignment and internal equity with our colleagues’ pay. At AXA XL, we know how important physical, mental, and financial health are to our employees, which is why we are proud to offer benefits such as a competitive retirement savings plan, health and wellness programs, and many other benefits. We also believe in fostering our colleagues' development and offer a wide range of learning opportunities for colleagues to hone their professional skills and to position themselves for the next step of their careers. For more details about AXA XL’s benefits offerings, please visit US Benefits at a Glance 2026.