Regional IT Lead

AlphaSense is the AI platform redefining market intelligence and workflow orchestration, trusted by thousands of leading organizations to drive faster, more confident decisions in business and finance. The platform combines domain-specific AI with a vast content universe of over 500 million premium business documents — including equity research, earnings calls, expert interviews, filings, news, and internal proprietary content. Purpose-built for speed, accuracy, and enterprise-grade security, AlphaSense helps teams extract critical insights, uncover market-moving trends, and automate complex workflows with high-quality outputs. With AI solutions like Generative Search, Generative Grid, and Deep Research, AlphaSense delivers the clarity and depth professionals need to navigate complexity and obtain accurate, real-time information quickly. For more information, visit www.alpha-sense.com. Come join us.

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.

• 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.

• ITIL Foundations certification or equivalent service management training.
• Prior experience in a formal team lead or shift lead capacity within an IT service desk.
• Familiarity with enterprise tooling such as Okta, Google Workspace, Kandji, Microsoft Intune, or similar platforms.
• Experience supporting a globally distributed workforce across multiple time zones.