IT Helpdesk Lead

Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

Learn more about our culture here: The Sprinklr Way.

Job Description
 

• Local support of the Sprinklr NYC office and Global support of all Sprinklr users 
• Leading a team of IT support members and tracking & documenting of all support service desk activities and managing the overall day-to-day IT Helpdesk function
• Act as an escalation point for unresolved issues, ensuring open, outstanding, and overdue tickets are routed and resolved efficiently
• Supervise interaction with specialized external customers and key vendors, including managing escalations and service delivery expectations
• Provide AV and event support for company townhalls and executive-level meetings, including setup, monitoring, and ensuring smooth running of live events (onsite and virtual)
• Review and report IT Helpdesk ticketing system metrics to IT leadership, suggesting necessary changes or modifications for resource or process improvement and optimization 
• Act as subject matter expert supporting primarily macOS, Windows, and all common office software and applications such as Microsoft, Adobe and cloud SaaS products. 
• Perform laptop setup and inductions for users, hardware troubleshooting and repair.
• Deliver IT onboarding sessions and tailored training for end users and executives
• General office IT support such as conference room, telephone and Printer setups etc.
• Implementation of applications and software upgrades, as well as performance troubleshooting and tuning for users 
• Communicate and document troubleshooting techniques and best practices for the global IT support team
• Perform endpoint management deployment and anti-virus security 
• Assist with management reporting on IT assets and lifecycle tracking
• Participate in the development and delivery of training programs when necessary. 
• Work with IT leadership to constantly monitor and improve delivery of IT systems and support 
• Network hardware setup and maintenance. 
• Manage and provide support for new office openings/moves 

About You 

• 5+ years experience within IT or Bachelor's degree in information technology, computer science, or a related field (Master's degree preferred) 
• Self-motivation and the ability to work with minimum supervision 
• Strong written and verbal communication skills and meticulous attention to detail 
• Experience working with high-level executives 
• Strong understanding of Microsoft 365 and licensing model 
• Experience with Jamf Pro, Intune and enterprise Mac & Windows management concepts 
• Experience working with IT Service Management and Asset Management tools
• Working knowledge of ITIL practices, with hands-on experience in problem management, change management, and service improvement initiatives  
• Professional knowledge of using Microsoft Azure directory and security center. 
• Professional knowledge of corporate wifi set up and security, firewall set up and configuration and switch set up and configuration. (Cisco Meraki desirable) 
• Experience with end user customer support, possess strong technical knowledge of macOS; Windows, and other Microsoft products 
• Ability to use customer-service oriented techniques to determine and resolve problems, and respond competently with the appropriate sense of urgency to user requests 
• Work both independently and as part of a team with professionals at all levels 
• Quick learner, proactive individual with the ability to work in a dynamic, fast changing environment 
• Ability to prioritize tasks and work on multiple assignments. 

Essential technologies: 

• Ema