Team Lead, End User Support

We’re looking for problem solvers, innovators, and dreamers who are searching for anything but business as usual. Like us, you’re a high performer who’s an expert at your craft, constantly challenging the status quo. You value inclusivity and want to join a culture that empowers you to show up as your authentic self. You know that success hinges on commitment, that our differences make us stronger, and that the finish line is always sweeter when the whole team crosses together.

Responsibilities:

• Support India teams hired by Alteryx for service desk (L1 & L2) and enterprise applications (NetSuite and other financial applications), providing regular 1 on 1s
• Handle technical escalations for service desk (L2)
• Handle user support escalations for service desk (L2)
• Occasionally fill in for service desk (L1 & L2) team members that are out of office, to ensure continuous support coverage
• Organize and lead daily sync, weekly/monthly/quarterly reviews
• Monitor and report KPIs - Analyse trends and identify opportunities to improve and Work with India and U.S. resources to implement remediation plans.
• Review and approve certain low-impact system changes
• Periodically perform certain internal control.

Desired experience/skills

• Familiarity with ITSM toolsets, including ServiceNow for Incident, Request, Change Mgmt, etc.
• Experience working with multi-tiered ticket handling/resolution systems.
• Familiarity with ITIL framework
• Strong experience supporting and maintaining Mac and Windows end-user devices and peripherals in a corporate environment – 5+ years
• Experience supporting an ERP systems (NetSuite Preferred) - 2+ years (This requirement may be waived for other demonstrated skills)
• Experience working for similar-size or larger companies with established policies and processes
• Capability to self-motivate, work independently, and take ownership of job responsibilities with minimal oversight

Find yourself checking a lot of these boxes but doubting whether you should apply? At Alteryx, we support a growth mindset for our associates through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.

This position involves access to software/technology that is subject to U.S. export controls. Any job offer made will be contingent upon the applicant’s capacity to serve in compliance with U.S. export controls.