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IT Service Desk Manager, AMERICAS

  • New York +2 more
  • New York +2 more


You will be responsible for owning and managing the Tier 2 and 3 IT ServiceDesk Team in Meltwater’s AMS region, reporting to the Global IT Service Desk Manager. You will be responsible for the co-ordination and planning of the wide range of tasks the Tier 2 and 3 teams are responsible for in this region. Working with the Global IT ServiceDesk manager you will help set the IT expectations and work to make this a reality, coordinating effort and resource across the different teams within the IT function.

  • Own the management of IT Support processes and coordinate across the Tier 1, Tier 2 and Tier 3 Service Desk teams within the North American Timezones to accomplish all assigned tasks.
  • Be the escalation point for all tickets in this region
  • Manage resource availability and allocation across the AMS regional team.

  • Partner with the other regional IT ServiceDesk Managers and teams for escalations and handovers

  • Provide some coverage and leadership to the Tier 2 and 3 teams based in Sydney.
  • Ensuring IT Support services match the company growth ambitions and will both scale and have high availability for growth
  • Lead, coordinate and participate in key process improvements
  • Create and maintain comprehensive documentation.

  • Ability to report and escalate to Senior Management as needed.

  • Outstanding customer and client services engagement.
  • Provide mentoring to the team.
  • Responsible for the recruitment and training of the Tier 2 & 3 IT Team in Meltwater’s AMS region.
  • Responsible for providing detailed monthly program reports

  • Identify, manage and improve KPI’s


  • Bachelor’s degree required, master’s degree preferred with a focus in Information Technology.
  • 2+ years’ experience in an IT Support Management role.
  • Experience in strategic planning and execution.

  • Effective leadership skills.

  • Solid technical background would be useful with experience in:
  • Microsoft 365
  • Google GSuite
  • Microsoft Azure

  • Cisco & Meraki technologies

  • Intune and Jamf technologies
  • Outstanding client facing and internal communication skills.
  • Excellent written and verbal skills in English.
  • Solid organisation skills including attention to detail and multi-tasking skills.

  • Self-motivated and able to work independently


  • Must have outstanding verbal and written communication skills including ability to effectively communicate with both technical and non-technical staff
  • Strong service-oriented mentality

  • Must work well in teams and independently

  • Strong decision-making skills
  • Continuous improvement and process mindset
  • Strong interpersonal skills with all levels of employees
  • Ability to manage multiple threads keeping complex programs in view considering all outcomes

  • Adaptable and open to changes, working within tight timelines

  • Ability to think outside of the box.

Great Place to Work

  • Competitive Salary

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

Meltwater builds digital intelligence and marketing solutions for a global client base. All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

Have a look at what life is like at Meltwater. We are more than 1500 people across the globe, so there is a lot going on. To learn even more about who we are and what we do, visit our company profiles on Xing, LinkedIn, Facebook, and Twitter.

Neha Garg | Contact Person

I'm interested
Meltwater IT

New York +2 more
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