IT Service Desk Team Lead

Responsibilities

• Supervise the service desk team in New York, NY
• Provide leadership, career development, and performance management for direct reports
• Represent the Service Desk team in IT projects
• Maintain the knowledge base for end users and the service desk team
• Resolve Level One and Level Two technical issues in-person or remotely
• Escalate complex requests to higher-level IT teams and manage third-party vendor repairs
• Manage asset information for PCs, printers, monitors, and peripherals
• Lead office moves and workstation setups
• Participate in an on-call rotation approximately once every 3-4 months

Requirements

• Minimum 5 years of experience in an enterprise-level service desk role
• Previous service desk team lead experience preferred
• Proficiency with Microsoft Office 365, Windows 11, Mac OS, Intune, SCCM, and MDM
• Experience working within a ticketing system
• Knowledge of ITIL-based environments and customer service practices
• Strong organizational and problem-analysis skills
• Experience coaching and developing talent
• Excellent English communication skills
• Ability to lift 50 pounds
• Ability to work in an office environment in New York, NY

Preferred Qualifications

• Technical certification such as MCSE

Benefits

• Health, vision, and dental insurance
• 401K
• Tuition reimbursement
• Identity theft protection and mental wellness support
• Generous paid leave policy including vacation, sick time, and parental leave
• Twelve paid holidays

About the Company

AlixPartners solves complex and critical challenges by moving quickly from analysis to action, creating lasting value for companies, people, and communities.