IT Team Lead

Clearwater Analytics • Eagle, ID

64d

About The Position

We are seeking a motivated and experienced IT Helpdesk Team Lead to oversee our helpdesk team and ensure that our IT support services meet the needs of the organization. The ideal candidate will have strong technical knowledge, as well as leadership skills and a passion for delivering outstanding customer service. You will be responsible for leading a team of help desk technicians in the US region, managing support requests, and driving continual improvement in IT service delivery. Thank you for your interest in a career with Clearwater! Clearwater Analytics (NYSE: CWAN) is transforming investment management with the industry’s most comprehensive cloud-native platform for institutional investors across global public and private markets. While legacy systems create risk, inefficiency, and data fragmentation, Clearwater’s single-instance, multi-tenant architecture delivers real-time data and AI-driven insights throughout the investment lifecycle. The platform eliminates information silos by integrating portfolio management, trading, investment accounting, reconciliation, regulatory reporting, performance, compliance, and risk analytics in one unified system. Serving leading insurers, asset managers, hedge funds, banks, corporations, and governments, Clearwater supports over $8.8 trillion in assets globally. Learn more at www.clearwateranalytics.com. Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with the job description, we encourage you to still apply! You may be just what we're looking for.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 7 years of experience in IT support or helpdesk roles, with at least 3 years in a leadership position.
• Strong understanding of IT service management principles and ITIL frameworks.
• Proficiency in support tools like ticketing systems, Azure Entra, Active Directory, mobile device management, office 365 admin portal, and scripting.
• Experience with Atlassian tools, specifically Jira for workflow management, vendor management and Microsoft licensing.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Exceptional communication and interpersonal skills, with a focus on customer service.
• Ability to manage multiple priorities and adapt to changing environments.

Responsibilities

• Team Leadership: Lead, mentor, and develop a team of helpdesk technicians to enhance their skills and performance. Foster a positive team environment that encourages collaboration, creativity, and excellence in service delivery.
• Support Management: Oversee the day-to-day operations of the IT helpdesk in the US region, ensuring timely and effective resolution of support requests. Monitor ticketing systems to track and report on the status of support requests and escalate issues as necessary.
• Customer Service: Ensure high levels of customer satisfaction by establishing and maintaining positive relationships with end-users. Address escalated customer complaints and issues while providing effective solutions.
• Performance Monitoring: Develop and track key performance indicators (KPIs) such as SLA for the helpdesk team to assess team performance and identify areas of improvement. Conduct regular performance reviews, provide constructive feedback, and support professional development initiatives.
• Process Improvement: Analyze helpdesk processes and workflows to identify and implement improvements for efficiency and effectiveness. Document standard operating procedures and maintain knowledge base articles for common issues and resolutions.
• Training and Development: Provide ongoing training and support for the helpdesk team to keep them updated on new technologies, tools, and best practices. Assist in onboarding new team members.
• Collaboration: Work closely with other IT teams (network, systems, security) to coordinate support efforts and escalate complex issues. Support IT projects and initiatives by providing assistance and resources as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level