Team Leader – IT Service Desk

Bloomberg•New York, NY

1d•$115,000 - $140,000•Onsite

About The Position

We’re looking for a New York based Team Leader to lead our AMER Service Desk, within Employee Technology Support. You will own team performance, development, service delivery and escalations while ensuring a consistent, high-quality employee experience. You will combine strong people leadership with technical and operational expertise, demonstrating end-to-end ownership, acting early on risk and using data, learning and root cause analysis to prevent repeat issues. You will work as part of one ETS team, partnering across Support, Engineering, Infrastructure and Product to improve tools, processes and service outcomes.

Requirements

5+ years’ experience in IT support or service delivery, including 1+ year in a leadership role
Proven experience coaching, developing and performance managing technical support teams
Strong understanding of incident, request, problem, change and knowledge management practices
Strong enterprise technology knowledge across desktop, mobile, software, networking, VPN, peripherals and endpoint security
Strong judgement, problem solving, communication and stakeholder management skills
A track record of operating independently, taking end-to-end ownership and influencing improvements beyond your immediate team
Experience managing SLAs, KPIs, escalations and operational performance
Experience working successfully in a global, cross-functional support environment

Nice To Haves

ITIL v4 Foundation certification
Experience delivering automation, self-service or workflow improvements
Experience partnering with Product and Engineering teams
Experience supporting a global 24/7 service model

Responsibilities

Lead, coach and develop a high performing Service Desk team, creating shared accountability and continuous learning
Manage workload, escalations and service performance, with the employee experience at the center of decision making
Act as an escalation point for complex technical and operational issues, ensuring issues are fully diagnosed and followed through to resolution
Identify recurring issues, knowledge gaps, reuse learning and drive root cause fixes that reduce repeat demand
Act early on operational risks and communicate clearly with employees, stakeholders and partner teams
Drive knowledge, self-service, automation and process standardisation to improve service quality and efficiency
Partner effectively across ETS, Engineering, Infrastructure and Product, sharing context and ownership
Use service data to identify improvement opportunities and influence changes to tools, processes and policy
Maintain strong governance across tickets, documentation, procedures and service management practices
Support recruitment, resource planning and an inclusive, accountable team culture