Alixpartners
IT Service Desk Team Lead
New York · Full-time
Sponsorship not specifiedDetected 21 days ago
Performance ManagementCustomer SupportLeadershipCommunicationCollaborationMentoringOrganizational SkillsMicrosoft Office
About the role
- By understanding, respecting, and honoring the needs of our employees, clients, and communities, AlixPartners actively promotes an inclusive environment.
- We strongly believe in the value that diversity brings to our experiences and are committed to the perpetual enhancements of initiatives, policies, and practices.
- We hold ourselves accountable by providing the space for authenticity, growth, and equity for everyone.
Responsibilities
- Maintain the knowledge base for both end users and the service desk team
- Directly resolve users' technical issues. This could be in-person, remotely accessing the user's computer, or walking the user through steps they can take to resolve the issue on their own over the phone.
- Manage accuracy of all asset information for all PC's, local/networked printers, monitors and defined peripherals
- Lead and participate in office moves, users' workstation set-ups (laptop, monitors, docking station, keyboard/mouse, network cables...etc.) and setups/moves from one area/floor to another
- In this critical role on AlixPartners' Corporate Services Information Technology team, the successful Service Desk Lead will work on the IT Service Desk to provide a high level of customer service and software/hardware problem resolution.
- We seek a highly organized, detail-oriented person who can work independently and manage multiple projects with competing priorities.
- The Service Desk Lead is in New York, NY, reporting to the Service Desk Manager.
- Experience coaching and developing talent, including performance management and capability building
Requirements
- Minimum (5) five years of experience in an enterprise level service desk role
- Experience with Microsoft Office 365, Outlook, Desktop and Laptop PC's, Windows 11, relevant software, printers, Intune, SCCM, Mac OS, MDM (iPhone Management) and networking
- Knowledge and experience of customer service practices
- Highly effective customer service and interpersonal skills with the ability to interact in a professional manner with people at all levels
- Experience leading complex initiatives and improving processes, tools, or operating models at a functional level
- Excellent written and verbal communication skills in English, with the ability to convey complex information clearly to senior stakeholders
- Ability to lift 50 pounds
- MUST BE CURRENTLY AUTHORIZED TO WORK IN THE UNITED STATES.
Nice to have
- Certification in at least one technical product set preferred (MCSE etc.)
Compensation
- Employees will also receive a generous paid leave policy including vacation/personal time starting at 7.34 hours per pay period, sick time up to 80 hours annually, parental leave, and twelve holidays.
Company info
- Familiarity with working from a ticketing system as part of a larger team supporting many clients
Visa & Work Authorization
- MUST BE CURRENTLY AUTHORIZED TO WORK IN THE UNITED STATES.
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This listing is sourced directly from Alixpartners's careers page and normalized into a canonical job model.