At AlixPartners, we are looking for a highly organized and detail-oriented IT Service Desk Team Lead to provide a high level of customer service and software/hardware problem resolution. The successful candidate will work on the IT Service Desk to diagnose and resolve technical issues, provide leadership to direct report staff members, and maintain the knowledge base for both end users and the service desk team.
Requirements
- Minimum (5) five years of experience in an enterprise level service desk role
- Previous service desk team lead experience highly preferred
- 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
- Familiarity with working from a ticketing system as part of a larger team supporting many clients
- Certification in at least one technical product set preferred (MCSE etc.)
- Knowledge and experience of customer service practices; beneficial to have worked in an ITIL based environment
- Highly effective customer service and interpersonal skills with the ability to interact in a professional manner with people at all levels
- Process oriented with strong organizational skills, high-level attention to detail, and demonstrated skill in problem analysis and resolution
- Experience leading complex initiatives and improving processes, tools, or operating models at a functional level
- Sound judgment in identifying, anticipating, and mitigating risk within scope of responsibility
- Experience coaching and developing talent, including performance management and capability building
- Excellent written and verbal communication skills in English, with the ability to convey complex information clearly to senior stakeholders
- Demonstrated commitment to collaboration, inclusion, and professionalism, fostering productive working relationships
- Ability to lift 50 pounds
- Occasional travel, less than 5%
- Core working hours are generally 8:30 AM – 5:30 PM, Monday - Friday; willingness to work outside of normal U.S. business hours to accommodate office needs
- Ability to work full time in an office and remote environment; physically able to sit/stand at a computer and work in front of a computer screen for significant portions of the workday.
- Must become familiar with, and promote and abide by, our Core Values as defined by the AlixPartners’ Code of Conduct and foster an inclusive environment with people at all levels of an organization.
- MUST BE CURRENTLY AUTHORIZED TO WORK IN THE UNITED STATES. NO VISA OR IMMIGRATION SPONSORSHIP FOR THIS ROLE, NOW OR IN THE FUTURE. (e.g., H-1B, STEM OPT, TN, etc.)
Benefits
- Generous paid leave policy
- Health insurance
- Vision insurance
- Dental insurance
- Disability insurance
- 401K
- Tuition reimbursement
- Identity theft protection
- Mental wellness support
- 12 holidays
