Service Desk Lead

At AlixPartners, we solve the most complex and critical challenges by moving quickly from analysis to action when it really matters; creating value that has a lasting impact on companies, their people, and the communities they serve. By understanding, respecting, and honoring the needs of our employees, clients, and communities, AlixPartners actively promotes an inclusive environment. We strongly believe in the value that diversity brings to our experiences and are committed to the perpetual enhancements of initiatives, policies, and practices. We hold ourselves accountable by providing the space for authenticity, growth, and equity for everyone.

Location: On-site, New York, NY (4 - 5 days in the office)

What you'll do

In this critical role on AlixPartners' Corporate Services Information Technology team, the successful Service Desk Lead will work on the IT Service Desk to provide a high level of customer service and software/hardware problem resolution. This will be achieved by performing in depth diagnosis and guiding users through step-by-step solutions to ensure a successful outcome when fielding calls from the user base, creating the initial record of the request and resolving all Level One/Level Two end-user problems over the phone or in-person. We seek a highly organized, detail-oriented person who can work independently and manage multiple projects with competing priorities. Clear communication, teamwork and professionalism are key core values that this candidate would need to display.

The Service Desk Lead is in New York, NY, reporting to the Service Desk Manager. Paid relocation is not available.

• Day to day supervision of service desk team in New York, NY
• Provide leadership to direct report staff members and their teams. This includes career development, performance management, training, coaching, mentoring, recognition.
• Represent the Service Desk team in IT projects when required
• Maintain the knowledge base for both end users and the service desk team
• Directly resolve users' technical issues. This could be in-person, remotely accessing the user's computer, or walking the user through steps they can take to resolve the issue on their own over the phone.
• Escalate requests that cannot be resolved by the Service Desk to higher level IT teams, and contact third-party vendors for warranty service repair as necessary
• Manage accuracy of all asset information for all PC's, local/networked printers, monitors and defined peripherals
• Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements
• Lead and participate in office moves, users' workstation set-ups (laptop, monitors, docking station, keyboard/mouse, network cables...etc.) and setups/moves from one area/floor to another
• Participate in the on-call rotation along with the other members of the service desk team. (once every 3-4 months)
• Develop your team members' proficiency in all appropriate technologies required for them to be successful Service Desk representatives at the firm.
• Additional responsibilities as identified; this description is not designed to encompass a comprehensive listing of required activities, duties or responsibilities.

What you'll need

• 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.)

The firm offers a comprehensive benefits program including health, vision, dental, disability, 401K, tuition reimbursement, identity theft protection, and mental wellness support. Employees will also receive a generous paid leave policy including vacation/personal time starting at 7.34 hours per pay period, sick time up to 80 hours annually, parental leave, and twelve holidays.

The salary range for this role takes into account a number of factors and is between $110,000/annually - $125,000/annually with eligibility for an annual discretionary bonus.

AlixPartners is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. AlixPartners is a proud Gold Level award-winning Veteran Friendly Employer.

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