SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
AlphaSense is an AI-driven market intelligence platform trusted by over 6,000 enterprise customers, including a majority of the S&P 500. The company was founded in 2011 and has over 2,000 employees across global offices.
The Regional IT Team Lead is a tactical leadership role responsible for day-to-day IT service delivery execution across the London region. This position bridges frontline support and IT management, making real-time decisions that directly impact analyst experience, SLA performance, and end-user satisfaction.
Key responsibilities include:
**Queue & Workflow Management:** Monitor the unassigned ticket queue continuously to prevent backlog formation. Enforce fair ticket distribution, prevent cherry-picking, and reassign/reprioritize work in real time based on urgency, analyst capacity, and SLA risk. Ensure team-level SLA compliance and proactively escalate when breach risk is identified.
**Incident Command:** Lead regional response during outages and major incidents as the primary coordinator. Drive timely and accurate communication updates to stakeholders throughout incident lifecycle. Escalate appropriately to the IT Manager or global teams when scope or severity demands it.
**Quality Control:** Audit ticket documentation regularly for 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.
**Coaching & Mentorship:** Lead onboarding for new hires and ensure strong ramp experience. Train analysts on team standards, tooling, and AlphaSense support delivery practices. Provide ongoing performance feedback and create targeted development plans. Promote collaborative, inclusive team culture.
**VIP & Sensitive Support:** Handle executive and politically sensitive support requests with discretion and urgency. Ensure white-glove support for high-visibility stakeholders. Act as point of contact for escalations requiring senior-level ownership.
This is a hybrid role based in the London office. For the first 90 days, you will be required to work onsite Monday–Friday for training purposes.
**Requirements:**
- 5+ years of experience in IT support or 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 track record of effective coaching and team development
- Excellent communication skills—clear, calm, and credible across all organizational levels
- Experience working within ITSM frameworks and solid understanding of SLA management
**Nice to Have:**
- ITIL Foundations certification or equivalent service management training
- Prior experience in formal team lead or shift lead capacity within IT service desk
- Familiarity with enterprise tooling such as Okta, Google Workspace, Kandji, Microsoft Intune, or similar platforms
- Experience supporting globally distributed workforce across multiple time zones
