Sprinklr
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IT Helpdesk Lead
role at
Sprinklr .
Base pay range $91,000.00/yr - $151,000.00/yr
Additional compensation types Annual Bonus
About the Role:
Local support of the Sprinklr NYC office and Global support of all Sprinklr users
Leading a team of IT support members and tracking & documenting all support service desk activities and managing the overall day‑to‑day IT Helpdesk function
Act as an escalation point for unresolved issues, ensuring open, outstanding, and overdue tickets are routed and resolved efficiently
Supervise interaction with specialized external customers and key vendors, including managing escalations and service delivery expectations
Provide AV and event support for company townhalls and executive‑level meetings, including setup, monitoring, and ensuring smooth running of live events (onsite and virtual)
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.
Deliver IT onboarding sessions and tailored training for end users and executives
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 for the global IT support team
Perform endpoint management deployment and anti‑virus security
Assist with management reporting on IT assets and lifecycle tracking
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
Working knowledge of ITIL practices, with hands‑on experience in problem management, change management, and service improvement initiatives
Professional knowledge of using Microsoft Azure directory and security center.
Professional knowledge of corporate wifi setup and security, firewall setup and configuration and switch setup 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.
Email security / monitoring
Conferencing / collaboration technologies such as Teams, SharePoint, and OneDrive
VOIP Technologies
Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Software Development
Inferred from the description for this job
Medical insurance
Vision insurance
401(k)
Paid maternity leave
Paid paternity leave
#J-18808-Ljbffr
IT Helpdesk Lead
role at
Sprinklr .
Base pay range $91,000.00/yr - $151,000.00/yr
Additional compensation types Annual Bonus
About the Role:
Local support of the Sprinklr NYC office and Global support of all Sprinklr users
Leading a team of IT support members and tracking & documenting all support service desk activities and managing the overall day‑to‑day IT Helpdesk function
Act as an escalation point for unresolved issues, ensuring open, outstanding, and overdue tickets are routed and resolved efficiently
Supervise interaction with specialized external customers and key vendors, including managing escalations and service delivery expectations
Provide AV and event support for company townhalls and executive‑level meetings, including setup, monitoring, and ensuring smooth running of live events (onsite and virtual)
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.
Deliver IT onboarding sessions and tailored training for end users and executives
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 for the global IT support team
Perform endpoint management deployment and anti‑virus security
Assist with management reporting on IT assets and lifecycle tracking
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
Working knowledge of ITIL practices, with hands‑on experience in problem management, change management, and service improvement initiatives
Professional knowledge of using Microsoft Azure directory and security center.
Professional knowledge of corporate wifi setup and security, firewall setup and configuration and switch setup 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.
Email security / monitoring
Conferencing / collaboration technologies such as Teams, SharePoint, and OneDrive
VOIP Technologies
Please note: We are unable to consider applicants who require visa sponsorship or work authorization support for this role. Candidates must have current and unrestricted work authorization in the country where the role is based.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Software Development
Inferred from the description for this job
Medical insurance
Vision insurance
401(k)
Paid maternity leave
Paid paternity leave
#J-18808-Ljbffr