Manager of IT Service Delivery, AlphaSense
North America
$120-140k
Market intelligence and search platform
Be an early applicant
Market intelligence and search platform
1001+ employees
Be an early applicant
$120-140k
1001+ employees
Company mission
AlphaSense's mission is to organize the world’s business information and leverage technology to enable companies to make smarter, faster, and more confident decisions.
Role
Who you are
- Professional certifications, such as: ITIL, Certified ScrumMaster (CSM) or CompTIA A+ are a plus
- Experience developing and leading internal support processes
- Ability to communicate complex technical information to non-technical stakeholders
- Strong problem solving and troubleshooting skills
- Proficient with Windows/macOS desktop administration, primarily MacOS, and a strong background in IT Service Operations
- Experience with the following technologies: Ticketing systems such as Jira, Freshservice, or Zendesk; Single Sign On and cloud identity services (Azure AD or Okta preferred); Google Workspace; A/V Solutions; and MDM Solutions such as Kandji, Jamf, and Intune
- Ability to work within video conferencing services such as Google Meet, Webex, and Zoom
- Soft skills: Finance management, change management, process improvement, stakeholder management, excellent written and verbal communication
What the job involves
- We are looking for an experienced IT Service Delivery Manager to join our growing Corporate Technology team
- In this role you will be focused on leading and continually improving the technology experience of day-to-day business operations
- This position involves supporting business partners, ensuring seamless operations, and driving the team's performance to deliver exceptional technical service and support to end-users
- The manager will collaborate with cross-functional teams, promote process improvement, and contribute to a positive work environment
- Specific duties will involve managing the performance, services, vendors, and customer satisfaction levels of the IT Service Desk Team at AlphaSense
- This role presents an exciting opportunity to impact and enable hundreds of end-users on a daily basis as we scale our organization
- Provide leadership, guidance, and mentorship to the IT Service Desk team
- Set clear goals and expectations, foster professional development, and conduct regular performance evaluations
- Ensuring adequate staffing levels and managing schedules to maintain efficient operations while monitoring IT Service Desk ticket queue, assign priority and re-assign tickets as necessary ensuring adequate response and resolution is achieved on a consistent basis
- Promote a collaborative and inclusive team culture that encourages knowledge sharing and continuous improvement
- Ensuring that all processes used by the IT Service Desk are thoroughly documented, consistently audited, and regularly improved upon
- Promoting the IT Service Desk with senior management and working to ensure that it is properly viewed as a core business asset
- Coordinating and managing all relevant stakeholders, including the IT Service Desk, customers, and other teams that are involved in service desk operations
- Support Compliance activities related to Information Security and Data Privacy
- Manage the development and reporting of metrics that highlight customer satisfaction, service performance, and areas for improvement
- Act as an escalation point for complex support issues, providing guidance and ensuring prompt resolution
- Being aware of and managing the costs of running the IT Service Desk
Our take
Manual research can be a serious pain : financial analysts spend hours every week searching through PDFs one keyword at a time, just to find a single usable insight. To remedy this, AlphaSense has built a smart search engine that slashes research time for analysts, using thousands of sources and a semantic indexing layer that can effectively query finance-specific language.
As a disruptor and market leader in this field AlphaSense has few direct competitors, being most closely compared to Wolfram Alpha or LexisNexis. It helps that its tools are undoubtedly effective and valued by knowledge professionals: the company counts about 85% of the S&P 100 as customers and is trusted by J.P.Morgan, Microsoft, Credit Suisse and Google, among other major enterprises.
Having raised a large amount of funding over 2022 and 2023, AlphaSense has moved quickly to double down on its expansion in European markets, opening an office in Berlin to support this. With 2024 seeing investment from Singaporean EDBI, it is now setting its sights on the Asia-Pacific region. As business intelligence will remain key for enterprises as they compete for market share, AlphaSense is well-placed for additional future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Jun 2024
$650m
LATE VC
Sep 2023
$150m
SERIES E
Total funding: $1.3bn
Company benefits
- Work from home opportunities
Company HQ
Union Square, New York, NY
Leadership
Jaakko Kokko
(CEO)Co-founder of Silecs (materials used in the microelectronics industry).
Raj Neervannan
(CTO)Experienced executive. Previously CTO at Mastek and ChoicePoint, and CEO at Framesoft. Has an MBA from Wharton.
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