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IT Service Desk Team Leader

New York, United States

The Role

This position forms a key part of our global service desk function, working in close collaboration with IT colleagues across multiple regions and supported by an outsourced level one service desk partner. As Service Desk Team Leader, you will be responsible for managing the regional service desk team, driving continual service improvement, and ensuring the effective delivery of IT services.

You will play an active role in service management, leveraging your technical expertise across various IT functions. Strong communication and organisational skills are essential, as is the ability to interpret and present service performance data, escalate issues appropriately, and maintain high system and service availability.

The primary objective of this role is to enhance the end-user experience. As such, responsibilities and projects will be varied and dynamic. Success in this role requires a proactive mindset, strong problem-solving capabilities, and a commitment to delivering high-quality support.

You will be accountable for overseeing incoming IT service tickets, ensuring timely resolution, and managing the workload and performance of engineers within the team. Additionally, you will work closely with the Service Desk Manager and the wider global IT team to ensure all service-related tasks are completed efficiently and in alignment with global standards.

Responsibilities

  • Deliver high-quality, proactive IT assistance to senior leadership, ensuring seamless technology operations for critical meetings, presentations, and decision-making processes. This includes rapid issue resolution, maintaining confidentiality, and anticipating technology needs to enable executives to perform at their best without disruption.
  • Work closely with the Head of Infrastructure to manage and support on-site technology assets such as communications rooms, Wi-Fi networks, servers, and related hardware. Ensure security and reliability of these systems through regular monitoring, preventative maintenance, and swift troubleshooting to minimise downtime and maintain business continuity.
  • Develop and maintain strong relationships with business users to understand their operational needs and ensure IT services are aligned to support those requirements effectively.
  • Provide leadership, coaching, and day-to-day support to the regional service desk team, fostering a culture of service excellence and continuous improvement.
  • Serve as an escalation point for complex technical issues, offering hands-on support when necessary to ensure timely resolution.
  • Oversee the management and resolution of IT service tickets and incidents, ensuring prompt, effective, and customer-focused responses.
  • Collaborate closely with the global service desk function and our outsourced level one support partner to ensure seamless and consistent service delivery across regions.
  • Monitor service desk performance metrics, review reports, and analyse trends to identify opportunities for improvement.
  • Ensure adherence to established incident management policies, processes, and procedures.
  • Lead regional endpoint refresh initiatives and manage the full hardware lifecycle, including deployment, repurposing, and secure disposal.
  • Coordinate IT onboarding activities, including inductions and training for new employees, ensuring a smooth and well-supported start.
  • Work in partnership with the Service Desk Manager and wider IT teams to align regional service desk activities with global standards and strategic objectives.

Skills and Experience

Basic requirements:

  • Active Directory and Azure Active Directory, including group policy management, identity and access controls, and hybrid environments.
  • ITSM platforms, with hands-on experience in FreshService preferred; familiarity with alternatives like ServiceNow, Jira Service Management, or Cherwell is beneficial.
  • IT asset and inventory management, including hardware lifecycle processes (procurement, deployment, repurposing, and disposal).
  • Experience laising with internal clients/managing stakeholders

 

Preferred requirements:

  • Microsoft 365 administration, including user provisioning, license management, Exchange Online, Teams, SharePoint, and security/compliance configurations.
  • Basic to intermediate networking concepts, including DNS, DHCP, VPN, LAN/WAN, and Wi-Fi troubleshooting.
  • Proficient in managing and troubleshooting Microsoft Teams Rooms and Cisco conferencing hardware, with additional experience or understanding of AV setups for large-scale Town Hall events.
  • Mobile device management (MDM) for iOS and Android using Microsoft Endpoint Manager or similar tools. Endpoint management using tools such as Microsoft Intune and Autopilot.
  • Experience within Professional Services or Financial Services, or an environment with significantly subjected to corporate governance regulations, such as data protection, cybersecurity, etc

 

What we can offer

As a Teneo employee, you'll enjoy unique benefits, including flexible time off policy; medical, dental, and vision coverage; long-term disability and life insurance; a 401K plan; commuter benefits; team events; snacks; and other perks.

 Base Salary Range

$90,000 – 115,000 (compensation for this role will depend on several factors, including a candidate’s qualifications, skills, competencies, and experience that may fall outside of the range listed). 

 Bonus Eligible 

Yes

 Flexible Work Policy

Hybrid (3 days in office, 2 days remote). Teneo believes in in-person collaboration when possible and if you are assigned to the New York and San Francisco offices, the company expectation is for employees to work from the office location a minimum of three times a week.

Our Commitment to Inclusion

Teneo is an equal opportunity employer and promotes an inclusive workplace. Teneo considers all applicants without regard to race, color, religion, creed, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, genetic information, or sexual orientation or any other status protected by applicable law.

About Teneo

Teneo is the global CEO advisory firm. We partner with our clients globally to do great things for a better future.

Drawing upon our global team and expansive network of senior advisors, we provide advisory services across our five business segments on a stand-alone or fully integrated basis to help our clients solve complex business challenges. Our clients include a significant number of the Fortune 100 and FTSE 100, as well as other corporations, financial institutions, and organizations.

Our full range of advisory services includes strategic communications, investor relations, financial transactions and restructuring, management consulting, physical and cyber risk, organizational design, board and executive search, geopolitics and government affairs, corporate governance, ESG and DE&I.

The firm has more than 1,700 employees located in 45+ offices around the world.

 #LI-Hybrid

 

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How long will you keep my information for?

If your application for employment is unsuccessful, we will keep your data 3 years after we have informed you that your application was unsuccessful. We keep your data for this period so that we can show that the recruitment process has been conducted in a fair and transparent way. We also retain your personal data so that we can notify you of future job opportunities if they arise.  At the end of this period, we will securely destroy your personal data.

If your application for employment is successful, personal data collected during the recruitment process will be transferred to your personnel file and retained during your employment. Further details on this are provided in the Employee Privacy Notice.

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Under certain circumstances, by law you have the right to:

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If you wish to exercise any of these rights, please contact Lon-recruitment@teneo.com

Queries

If you have any questions about this privacy notice or how we handle your personal information, please contact a Teneo Recruitment Coordinator at Lon-recruitment@teneo.com

If you believe that we have not complied with your data protection rights, you may make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues

Last updated: 5 December 2019

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