Position Summary

We are seeking an experienced and motivated Technical Support Team Lead to ensure high-quality customer service, mentor support specialists and manage daily support operations under the CoE with an adherence to ITSM best practices. This role will bridge the gap between technical troubleshooting and team leadership, driving efficiency and customer satisfaction. The Team lead will report to the CoE Director of System Support.

What will your job entail?

Key Responsibilities:

• Mentor, coach and train support specialists to improve performance and growth.

• Act as the primary escalation point for complex, high-priority customer technical issues.

• Monitor key support metrics to identify bottlenecks and improve processes.

• Work with technical and functions teams to resolve bugs and improve product quality.

• Maintain a robust knowledge base and ensure accurate ticketing documentation.

• Develop and maintain flow of ticket resolution.

Qualifications:

• 2+ years of experience in a technical leadership or senior role.

• Experience working in the non-admitted wholesale insurance space, with familiarity in software solutions that support this domain.

• Hands-on experience with configurable vendor policy administration systems; experience with C1 or Insurity products is strongly preferred.

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline (preferred). Equivalent professional experience will also be considered.

Technical & Functional Skills:

• Experience with SQL.

• Data analysis skills for reporting on support metrics.

• Experience working with vendor-configurable platforms or third-party software solutions.

Behavioral Competencies:

• Effective communication and interpersonal skills.

• Strong attention to detail and analytical thinking.

• Sound decision-making and problem-solving abilities.

• Commitment to continuous learning and professional development.

Ryan Specialty is an Equal Opportunity Employer. We are committed to building and sustaining a diverse workforce throughout the organization. Our vision is an inclusive and equitable workplace where all employees are valued for and evaluated on their performance and contributions. Differences in race, creed, color, religious beliefs, physical or mental capabilities, gender identity or expression, sexual orientation, and many other characteristics bring together varied perspectives and add value to the service we provide our clients, trading partners, and communities. This policy extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, discipline, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms, conditions, and benefits of employment.

How We Support Our Teammates 

Ryan Specialty seeks to offer our employees a comprehensive and best-in-class benefits package that helps them — and their family members — achieve their physical, financial, and emotional well-being goals. In addition to paid time off for company holidays, vacation, sick and personal days, Ryan offers paid parental leave, mental health services and more.

The target salary range for this position is $94,150.00 - $110,000.00 annually.

The wage range for this role considers many factors, such as training, transferable skills, work experience, licensure and certification, business needs, and market demands. The pay range is subject to change and may be modified in the future. Full-time roles are eligible for bonuses and benefits. For additional information on Ryan Specialty Total Rewards, visit our website https://benefits.ryansg.com/.