Regional IT Lead

AlphaSense as a Regional IT Lead, where you will be responsible for day-to-day service delivery execution, ensuring quality and urgency in ticket handling, and serving as the first line of escalation.

Responsibilities

• You will monitor the support queue, enforce fair ticket distribution, lead the regional response during outages, and drive timely communication updates to stakeholders.
• Additionally, you will audit ticket documentation, track First Contact Resolution rates, lead onboarding for new hires, and promote a collaborative team culture.
• Assurer la qualité et l'urgence dans le traitement des tickets de support, en surveillant en permanence la file d'attente non assignée et en redistribuant le travail en temps réel.
• Servir de première ligne d'escalade pour les problèmes complexes, en coordonnant la réponse régionale lors des pannes et des incidents majeurs.
• Former et encadrer les analystes de l'équipe, en fournissant des retours d'expérience et en créant des plans de développement ciblés.

Requirements

• This role requires strong troubleshooting skills, excellent communication skills, and 5+ years of experience in IT support or a related end-user services role.
• Experience working within ITSM frameworks and a solid understanding of SLA management
• High emotional intelligence with a track record of effective coaching and team development
• Strong troubleshooting skills across end-user hardware, software, and connectivity
• Ability to make sound, rapid decisions under pressure during outages or escalations
• Excellent communication skills — clear, calm, and credible across all levels of the organization
• 5+ years of experience in IT support or a related end-user services role
• Experience supporting a globally distributed workforce across multiple time zones
• Familiarity with enterprise tooling such as Okta, Google Workspace, Kandji, Microsoft Intune, or similar platforms
• Prior experience in a formal team lead or shift lead capacity within an IT service desk
• ITIL Foundations certification or equivalent service management training