IT Helpdesk Lead

12 Minutes ago • 5 Years + • $101,000 PA - $168,000 PA

Job Summary

Job Description

The IT Helpdesk Lead will provide local support for the NYC office and global support for all Sprinklr users, leading a team, managing day-to-day helpdesk operations, and acting as an escalation point for unresolved issues. Responsibilities include AV and event support, reporting on ticketing system metrics, and acting as a subject matter expert for macOS, Windows, Microsoft, Adobe, and cloud SaaS products. The role also involves laptop setup, hardware troubleshooting, IT onboarding, and network maintenance, ensuring efficient IT systems and support delivery.
Must have:
  • Lead a team of IT support members.
  • Manage day-to-day IT Helpdesk functions.
  • Act as an escalation point for unresolved issues.
  • Provide AV and event support for company townhalls and executive meetings.
  • Review and report IT Helpdesk ticketing system metrics.
  • Act as subject matter expert for macOS, Windows, Microsoft, Adobe, and cloud SaaS products.
  • Perform laptop setup, hardware troubleshooting, and repair.
  • Deliver IT onboarding sessions and tailored training.
  • Perform endpoint management deployment and anti-virus security.
  • 5+ years experience within IT.
  • Strong understanding of Microsoft 365 and licensing model.
  • Experience with Jamf Pro, Intune, and enterprise Mac & Windows management concepts.
  • Experience working with IT Service Management and Asset Management tools.
  • Working knowledge of ITIL practices (problem, change, service improvement).
  • Professional knowledge of Microsoft Azure directory and security center.
  • Professional knowledge of corporate wifi, firewall, and switch setup/configuration.
  • Experience with end user customer support.
  • Strong technical knowledge of macOS, Windows, and Microsoft products.
  • Proficiency in Email security/monitoring, Teams, SharePoint, OneDrive, Cisco Meraki, VOIP Technologies.
Good to have:
  • Master's degree in information technology, computer science, or a related field.
  • Cisco Meraki desirable experience.
Perks:
  • Comprehensive health plans.
  • Leading well-being programs.
  • Financial protection.
  • 401k plan with 100% vested company contributions.
  • Flexible paid time off.
  • Holidays.
  • Generous caregiver and parental leaves.
  • Life and disability insurance.
  • Health benefits (medical, dental, vision, prescription drug coverage).
  • Daily meditation breaks.
  • Virtual fitness.
  • Continuous learning opportunities (LinkedIn Learning).

Job Details

Job Description

  • Local support of the Sprinklr NYC office and Global support of all Sprinklr users
  • Leading a team of IT support members and tracking & documenting of all support service desk activities and managing the overall day-to-day IT Helpdesk function
  • Act as an escalation point for unresolved issues, ensuring open, outstanding, and overdue tickets are routed and resolved efficiently
  • Supervise interaction with specialized external customers and key vendors, including managing escalations and service delivery expectations
  • Provide AV and event support for company townhalls and executive-level meetings, including setup, monitoring, and ensuring smooth running of live events (onsite and virtual)
  • Review and report IT Helpdesk ticketing system metrics to IT leadership, suggesting necessary changes or modifications for resource or process improvement and optimization
  • Act as subject matter expert supporting primarily macOS, Windows, and all common office software and applications such as Microsoft, Adobe and cloud SaaS products.
  • Perform laptop setup and inductions for users, hardware troubleshooting and repair.
  • Deliver IT onboarding sessions and tailored training for end users and executives
  • General office IT support such as conference room, telephone and Printer setups etc.
  • Implementation of applications and software upgrades, as well as performance troubleshooting and tuning for users
  • Communicate and document troubleshooting techniques and best practices for the global IT support team
  • Perform endpoint management deployment and anti-virus security
  • Assist with management reporting on IT assets and lifecycle tracking
  • Participate in the development and delivery of training programs when necessary.
  • Work with IT leadership to constantly monitor and improve delivery of IT systems and support
  • Network hardware setup and maintenance.
  • Manage and provide support for new office openings/moves

About You

  • 5+ years experience within IT or Bachelor's degree in information technology, computer science, or a related field (Master's degree preferred)
  • Self-motivation and the ability to work with minimum supervision
  • Strong written and verbal communication skills and meticulous attention to detail
  • Experience working with high-level executives
  • Strong understanding of Microsoft 365 and licensing model
  • Experience with Jamf Pro, Intune and enterprise Mac & Windows management concepts
  • Experience working with IT Service Management and Asset Management tools
  • Working knowledge of ITIL practices, with hands-on experience in problem management, change management, and service improvement initiatives
  • Professional knowledge of using Microsoft Azure directory and security center.
  • Professional knowledge of corporate wifi set up and security, firewall set up and configuration and switch set up and configuration. (Cisco Meraki desirable)
  • Experience with end user customer support, possess strong technical knowledge of macOS; Windows, and other Microsoft products
  • Ability to use customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to user requests
  • Work both independently and as part of a team with professionals at all levels
  • Quick learner, proactive individual with the ability to work in a dynamic, fast changing environment
  • Ability to prioritize tasks and work on multiple assignments.

Essential technologies:

  • Email security / monitoring
  • Conferencing / collaboration technologies such as Teams, SharePoint, and OneDrive
  • Cisco Meraki
  • VOIP Technologies

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About The Company

Here at Sprinklr, we’re on a mission to help every organization on the planet create unified experiences that make customers happier. That customer obsession mirrors our commitment to our own people — to treating them like family, and to sharing a culture that reflects our values. Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others.

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