IT Help Desk 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 and how we make our employees happier through The Sprinklr Way.

Job Description

About the Role (what you'll be doing)

This role does need to be in the New York Office at least 4 days a week.

• 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

• Serve as an escalation point for any outstanding helpdesk-related issues that require management attention

• Supervise support interaction with specialized external customers and key vendors.

• Manage open, outstanding, and overdue tickets to ensure they are routed and escalated appropriately to achieve optimum resolution and closure

• 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.

• 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.

• Perform endpoint management deployment and anti-virus security

• Assist with management reporting on IT assets as required

• 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

• 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:

• Email security / monitoring

• Conferencing / collaboration technologies such as Teams, SharePoint, and OneDrive

• Cisco Meraki

• VOIP Technologies

Why You'll Love Sprinklr:

We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.

For more information on Sprinklr Benefits around the world, head to https://sprinklrbenefits.com/ to browse our country-specific benefits guides.

We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world's most loved enterprise software company, ever.

We believe in our product: Sprinklr was built from the ground up to enable a brand's digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.

We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks, virtual fitness, and access to Headspace. We have continuous learning opportunities available with LinkedIn Learning and more.

EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we're more innovative, creative, and successful.

Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr's EEO Policy and EEO is the Law.

Compensation Range

$91,000 - $121,000 - $151,000

The base salary range for this role at minimum, midpoint and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Sprinklr, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge and skills, and geographic location. Base pay also depends on the relative experience, knowledge, skills to our internal peers in the role. Base pay is only one part of our competitive Total Rewards package: the successful candidate may also be eligible to participate in Sprinklr's discretionary bonus plan, commission plan and/or equity plan, depending on role.

US-based Sprinklr employees are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees' health, well-being, and financial protection. The US-based benefits include a 401k plan with 100% vested company contributions, flexible paid time off, holidays, generous caregiver and parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.