Manager, IT Service Delivery (North America)

About AlphaSense: 

The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.

The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!

About the Role:

We are looking for an experienced IT Service Delivery Manager to join our growing Corporate Technology team. In this role you will be focused on leading and continually improving the technology experience of day-to-day business operations. This position involves supporting business partners, ensuring seamless operations, and driving the team's performance to deliver exceptional technical service and support to end-users. The manager will collaborate with cross-functional teams, promote process improvement, and contribute to a positive work environment. Specific duties will involve managing the performance, services, vendors, and customer satisfaction levels of the IT Service Desk Team at AlphaSense. This role presents an exciting opportunity to impact and enable hundreds of end-users on a daily basis as we scale our organization. 

Who You Are

• Professional certifications, such as: ITIL, Certified ScrumMaster (CSM) or CompTIA A+ are a plus.
• Experience developing and leading internal support processes.
• Ability to communicate complex technical information to non-technical stakeholders.
• Strong problem solving and troubleshooting skills.
• Proficient with Windows/macOS desktop administration, primarily MacOS, and a strong background in IT Service Operations.
• Experience with the following technologies: Ticketing systems such as Jira, Freshservice, or Zendesk; Single Sign On and cloud identity services (Azure AD or Okta preferred); Google Workspace; A/V Solutions; and MDM Solutions such as Kandji, Jamf, and Intune.
• Ability to work within video conferencing services such as Google Meet, Webex, and Zoom.
• Soft skills: Finance management, change management, process improvement, stakeholder management, excellent written and verbal communication.

What You'll Do

• Provide leadership, guidance, and mentorship to the IT Service Desk team.
• Set clear goals and expectations, foster professional development, and conduct regular performance evaluations.
• Ensuring adequate staffing levels and managing schedules to maintain efficient operations while monitoring IT Service Desk ticket queue, assign priority and re-assign tickets as necessary ensuring adequate response and resolution is achieved on a consistent basis.
• Promote a collaborative and inclusive team culture that encourages knowledge sharing and continuous improvement.
• Ensuring that all processes used by the IT Service Desk are thoroughly documented, consistently audited, and regularly improved upon.
• Promoting the IT Service Desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the IT Service Desk, customers, and other teams that are involved in service desk operations.
• Support Compliance activities related to Information Security and Data Privacy.
• Manage the development and reporting of metrics that highlight customer satisfaction, service performance, and areas for improvement.
• Act as an escalation point for complex support issues, providing guidance and ensuring prompt resolution.
• Being aware of and managing the costs of running the IT Service Desk.

AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.

Recruiting Scams and Fraud

We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:

• AlphaSense never asks candidates to pay for job applications, equipment, or training.
• All official communications will come from an @alpha-sense.com email address.
• If you’re unsure about a job posting or recruiter, verify it on our Careers page.

If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.