IT Service Desk Team Lead - New York | Automation & Impact

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

Benefits offered by this job

Health insurance

401(k) + match

Life insurance

Disability benefits (short & long term

Paid holidays

Paid time off

Wellness programs

Incentive compensation

Job summary

Bloomberg L.P. in New York seeks a Team Leader for the IT Service Desk to drive performance, service delivery and escalations with end-to-end ownership across Employee Technology Support.

You will lead the AMER Service Desk, partnering with Support, Engineering, Infrastructure and Product to deliver high-quality employee experiences. The role combines people leadership with technical and operational expertise, using data 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.
• Strong judgement, problem solving, communication and stakeholder management skills.
• A track record of operating independently, taking end-to-end ownership and influencing improvements beyond your immediate team.
• Experience managing SLAs, KPIs, escalations and operational performance.
• Experience working successfully in a global, cross-functional support environment.

Responsibilities

• Lead, coach and develop a highperforming Service Desk team, creating shared accountability and continuous learning
• Manage workload, escalations and service performance, with the employee experience at the center of decisionmaking
• 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 rootcause fixes that reduce repeat demand
• Act early on operational risks and communicate clearly with employees, stakeholders and partner teams
• Drive knowledge, self-service, automationand 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, processesand policy
• Maintain strong governance across tickets, documentation, procedures and service management practices
• Support recruitment, resource planningand an inclusive, accountable team culture

Skills

Leadership experience

IT support

Incident management

SLA/KPI management

Stakeholder management

Cross-functional collaboration

Process improvement

Job description

Bloomberg L.P. in New York seeks a Team Leader for the IT Service Desk to drive performance, service delivery and escalations with end-to-end ownership across Employee Technology Support.

You will lead the AMER Service Desk, partnering with Support, Engineering, Infrastructure and Product to deliver high-quality employee experiences. The role combines people leadership with technical and operational expertise, using data and root-cause analysis to prevent repeat issues.