IT Service Desk Team Leader

The Role

This position forms a key part of our global service desk function, working in close collaboration with IT colleagues across multiple regions and supported by an outsourced level one service desk partner. As Service Desk Team Leader, you will be responsible for managing the regional service desk team, driving continual service improvement, and ensuring the effective delivery of IT services.

You will play an active role in service management, leveraging your technical expertise across various IT functions. Strong communication and organisational skills are essential, as is the ability to interpret and present service performance data, escalate issues appropriately, and maintain high system and service availability.

The primary objective of this role is to enhance the end-user experience. As such, responsibilities and projects will be varied and dynamic. Success in this role requires a proactive mindset, strong problem-solving capabilities, and a commitment to delivering high-quality support.

You will be accountable for overseeing incoming IT service tickets, ensuring timely resolution, and managing the workload and performance of engineers within the team. Additionally, you will work closely with the Service Desk Manager and the wider global IT team to ensure all service-related tasks are completed efficiently and in alignment with global standards.

Responsibilities

• Deliver high-quality, proactive IT assistance to senior leadership, ensuring seamless technology operations for critical meetings, presentations, and decision-making processes. This includes rapid issue resolution, maintaining confidentiality, and anticipating technology needs to enable executives to perform at their best without disruption.
• Work closely with the Head of Infrastructure to manage and support on-site technology assets such as communications rooms, Wi-Fi networks, servers, and related hardware. Ensure security and reliability of these systems through regular monitoring, preventative maintenance, and swift troubleshooting to minimise downtime and maintain business continuity.
• Develop and maintain strong relationships with business users to understand their operational needs and ensure IT services are aligned to support those requirements effectively.
• Provide leadership, coaching, and day-to-day support to the regional service desk team, fostering a culture of service excellence and continuous improvement.
• Serve as an escalation point for complex technical issues, offering hands-on support when necessary to ensure timely resolution.
• Oversee the management and resolution of IT service tickets and incidents, ensuring prompt, effective, and customer-focused responses.
• Collaborate closely with the global service desk function and our outsourced level one support partner to ensure seamless and consistent service delivery across regions.
• Monitor service desk performance metrics, review reports, and analyse trends to identify opportunities for improvement.
• Ensure adherence to established incident management policies, processes, and procedures.
• Lead regional endpoint refresh initiatives and manage the full hardware lifecycle, including deployment, repurposing, and secure disposal.
• Coordinate IT onboarding activities, including inductions and training for new employees, ensuring a smooth and well-supported start.
• Work in partnership with the Service Desk Manager and wider IT teams to align regional service desk activities with global standards and strategic objectives.

Skills and Experience

Basic requirements :

Preferred requirements :

What we can offer

As a Teneo employee, you'll enjoy unique benefits, including flexible time off policy; medical, dental, and vision coverage; long-term disability and life insurance; a 401K plan; commuter benefits; team events; snacks; and other perks.

Base Salary Range

$90,000 - 115,000 (compensation for this role will depend on several factors, including a candidate's qualifications, skills, competencies, and experience that may fall outside of the range listed).

Bonus Eligible

Yes

Flexible Work Policy

Hybrid (3 days in office, 2 days remote). Teneo believes in in-person collaboration when possible and if you are assigned to the New York and San Francisco offices, the company expectation is for employees towork from the office location a minimum of three times a week.

Our Commitment to Inclusion

Teneo is an equal opportunity employer and promotes an inclusive workplace. Teneo considers all applicants without regard to race, color, religion, creed, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, genetic information, or sexual orientation or any other status protected by applicable law.

About Teneo

Teneo is the global CEO advisory firm. We partner with our clients globally to do great things for a better future.

Drawing upon our global team and expansive network of senior advisors, we provide advisory services across our five business segments on a stand-alone or fully integrated basis to help our clients solve complex business challenges. Our clients include a significant number of the Fortune 100 and FTSE 100, as well as other corporations, financial institutions, and organizations.

Our full range of advisory services includes strategic communications, investor relations, financial transactions and restructuring, management consulting, physical and cyber risk, organizational design, board and executive search, geopolitics and government affairs, corporate governance, ESG and DE&I.

The firm has more than 1,700 employees located in 45+ offices around the world.