Regional IT Lead, AlphaSense

• 5+ years of experience in IT support or a related end-user services role
• Strong troubleshooting skills across end-user hardware, software, and connectivity
• Ability to make sound, rapid decisions under pressure during outages or escalations
• High emotional intelligence with a track record of effective coaching and team development
• Excellent communication skills — clear, calm, and credible across all levels of the organization
• Experience working within ITSM frameworks and a solid understanding of SLA management

Desirable

• The Regional IT Team Lead is the backbone of day-to-day service delivery execution across their region
• This role exists to protect the integrity of the support queue, shield analysts from chaos, and ensure every ticket is handled with quality and urgency
• You’ll serve as the first line of escalation, the standard-setter for documentation, and the primary coach for your regional team — keeping operations running smoothly while building the capability of the people around you
• This is a tactical leadership role that bridges the gap between frontline support and IT management
• You’ll make real-time decisions that directly impact analyst experience, SLA performance, and end-user satisfaction across the AlphaSense organization
• Monitor the unassigned queue continuously to prevent backlog from forming
• Enforce fair ticket distribution and prevent cherry-picking across the team
• Reassign and reprioritize work in real time based on urgency, analyst capacity, and SLA risk
• Ensure SLAs are met at the team level and escalate proactively when breach risk is identified
• Lead the regional response during outages and major incidents, serving as the primary coordinator
• Drive timely and accurate communication updates to stakeholders throughout an incident lifecycle
• Escalate appropriately to the IT Manager or global teams when scope or severity demands it
• Audit ticket documentation regularly to ensure completeness, accuracy, and consistency
• Ensure Knowledge Base articles are created for new or recurring issues to reduce repeat tickets
• Track and report on First Contact Resolution rates and surface trends to the IT Manager
• Lead onboarding for new hires and ensure a strong ramp experience from day one
• Train analysts on team standards, tooling, and the AlphaSense way of delivering IT support
• Provide ongoing performance feedback and create targeted development plans for each analyst
• Promote a collaborative and inclusive team culture that encourages knowledge sharing and continuous improvement
• Handle executive and politically sensitive support requests with discretion and urgency
• Ensure white-glove support is delivered consistently to high-visibility stakeholders
• Act as a point of contact for escalations that require senior-level ownership and judgment