IT Helpdesk Lead

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