<div class="content-intro"><h2>About AlphaSense: </h2> The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!</div>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 <ul> <li>Monitor the unassigned queue continuously to prevent backlog from forming.</li> <li>Enforce fair ticket distribution and prevent cherry-picking across the team.</li> <li>Reassign and reprioritize work in real time based on urgency, analyst capacity, and SLA risk.</li> <li>Ensure SLAs are met at the team level and escalate proactively when breach risk is identified.</li> </ul> Incident Command <ul> <li>Lead the regional response during outages and major incidents, serving as the primary coordinator.</li> <li>Drive timely and accurate communication updates to stakeholders throughout an incident lifecycle.</li> <li>Escalate appropriately to the IT Manager or global teams when scope or severity demands it.</li> </ul> Quality Control <ul> <li>Audit ticket documentation regularly to ensure completeness, accuracy, and consistency.</li> <li>Ensure Knowledge Base articles are created for new or recurring issues to reduce repeat tickets.</li> <li>Track and report on First Contact Resolution rates and surface trends to the IT Manager.</li> </ul> Coaching & Mentorship <ul>

Regional IT Lead

Job Description