IT Service Desk Team Lead — Leadership & Automation

Bloomberg; New York (NY); On-site; USD 115,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

Generous benefits

Bonus potential

Job summary

Bloomberg in New York is seeking a New York based Team Leader to lead our AMER Service Desk within Employee Technology Support. You will own team performance, development, service delivery and escalations while ensuring a consistent, high-quality employee experience.

You will combine strong people leadership with technical and operational expertise, demonstrating end-to-end ownership, acting early on risk and using data, learning and root cause analysis to prevent repeat issues.

Qualifications

• 5+ years' 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.

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, 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 standardisation to improve service quality and efficiency.
• Partner effectively across ETS, 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.

Skills

Team leadership

Service delivery

Stakeholder management

Data-driven

Risk management

Tools

ITSM tools

Job description

Bloomberg in New York is seeking a New York based Team Leader to lead our AMER Service Desk within Employee Technology Support. You will own team performance, development, service delivery and escalations while ensuring a consistent, high-quality employee experience.

You will combine strong people leadership with technical and operational expertise, demonstrating end-to-end ownership, acting early on risk and using data, learning and root cause analysis to prevent repeat issues.