Team Leader – IT Service Desk

Details

We’re looking for a New York-based Team Leader to lead the AMER Service Desk within Employee Technology Support. The role owns team performance, development, service delivery, and escalations while ensuring a consistent, high-quality employee experience.

The successful candidate will combine strong people leadership with technical and operational expertise, demonstrate end-to-end ownership, act early on risk, and use data, learning, and root cause analysis to prevent repeat issues. The role works as part of one Employee Technology Support team, partnering across Support, Engineering, Infrastructure, and Product to improve tools, processes, and service outcomes.

Responsibilities

• Lead, coach, and develop a high-performing Service Desk team, creating shared accountability and continuous learning.
• Manage workload, escalations, and service performance, with the employee experience at the center of decision-making.
• Act as an escalation point for complex technical and operational issues, ensuring issues are fully diagnosed and followed through to resolution.
• Identify recurring issues and knowledge gaps, reuse learning, and drive root-cause fixes that reduce repeat demand.
• Act early on operational risks and communicate clearly with employees, stakeholders, and partner teams.
• Drive knowledge, self-service, automation, and process standardization to improve service quality and efficiency.
• Partner effectively across Employee Technology Support, Engineering, Infrastructure, and Product, sharing context and ownership.
• Use service data to identify improvement opportunities and influence changes to tools, processes, and policy.
• Maintain strong governance across tickets, documentation, procedures, and service management practices.
• Support recruitment, resource planning, and an inclusive, accountable team culture.

Requirements

• 5+ years of experience in IT support or service delivery, including 1+ year in a leadership role.
• Proven experience coaching, developing, and performance-managing technical support teams.
• Strong understanding of incident, request, problem, change, and knowledge management practices.
• Strong enterprise technology knowledge across desktop, mobile, software, networking, VPN, peripherals, and endpoint security.
• Strong judgment, problem-solving, communication, and stakeholder management skills.
• A track record of operating independently, taking end-to-end ownership, and influencing improvements beyond the immediate team.
• Experience managing SLAs, KPIs, escalations, and operational performance.
• Experience working successfully in a global, cross-functional support environment.

Preferred Qualifications

• ITIL v4 Foundation certification.
• Experience delivering automation, self-service, or workflow improvements.
• Experience partnering with Product and Engineering teams.
• Experience supporting a global 24/7 service model.

Benefits

Benefits and total rewards may include merit increases, incentive compensation for exempt roles, paid holidays, paid time off, medical, dental, vision, short- and long-term disability benefits, 401(k) matching, life insurance, and various wellness programs. Benefits are not provided directly to contingent workers, contractors, or interns.