Location: this is a hybrid role from our London office. But for training purposes you will be asked to work onsite Monday - Friday for the first 90 days.

About the Role

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.

What You’ll Do

Queue & Workflow Management

• 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.

Incident Command

• 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.

Quality Control

• 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.

Coaching & Mentorship

• 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.

VIP & Sensitive Support

• 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.

About You

Required

• 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.

Nice to Have

• 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.

Why Join Us?

• Work at the intersection of IT operations and security in a fast-growing, AI-driven company.
• Opportunity to shape how IT service delivery scales across a global organization.
• Collaborative, high-trust team culture with a bias toward action and continuous improvement.
• Competitive compensation, benefits, and meaningful career growth opportunities.