Clearwater Analytics (CWAN) · 2 months ago
IT Team Lead
Boise Office
Full-time
Onsite
Senior Level
7+ years expClearwater Analytics is seeking a motivated and experienced IT Helpdesk Team Lead to oversee their helpdesk team and ensure IT support services meet organizational needs. The role involves leading a team of helpdesk technicians, managing support requests, and driving continual improvement in IT service delivery.
AccountingAnalyticsData IntegrationInsurTech
Responsibilities
Lead, mentor, and develop a team of helpdesk technicians to enhance their skills and performance
Foster a positive team environment that encourages collaboration, creativity, and excellence in service delivery
Oversee the day-to-day operations of the IT helpdesk in the US region, ensuring timely and effective resolution of support requests
Monitor ticketing systems to track and report on the status of support requests and escalate issues as necessary
Ensure high levels of customer satisfaction by establishing and maintaining positive relationships with end-users
Address escalated customer complaints and issues while providing effective solutions
Develop and track key performance indicators (KPIs) such as SLA for the helpdesk team to assess team performance and identify areas of improvement
Conduct regular performance reviews, provide constructive feedback, and support professional development initiatives
Analyze helpdesk processes and workflows to identify and implement improvements for efficiency and effectiveness
Document standard operating procedures and maintain knowledge base articles for common issues and resolutions
Provide ongoing training and support for the helpdesk team to keep them updated on new technologies, tools, and best practices
Assist in onboarding new team members
Work closely with other IT teams (network, systems, security) to coordinate support efforts and escalate complex issues
Support IT projects and initiatives by providing assistance and resources as needed
Qualification
Required
Bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience
Minimum of 7 years of experience in IT support or helpdesk roles, with at least 3 years in a leadership position
Strong understanding of IT service management principles and ITIL frameworks
Proficiency in support tools like ticketing systems, Azure Entra, Active Directory, mobile device management, office 365 admin portal, and scripting
Experience with Atlassian tools, specifically Jira for workflow management, vendor management and Microsoft licensing
Excellent problem-solving skills and the ability to think critically under pressure
Exceptional communication and interpersonal skills, with a focus on customer service
Ability to manage multiple priorities and adapt to changing environments
Company
Clearwater Analytics (CWAN)
Clearwater Analytics (NYSE: CWAN) is transforming investment management with the industry’s most comprehensive cloud-native platform for institutional investors across global public and private markets.
1001-5000 employees
H1B Sponsorship
Clearwater Analytics (CWAN) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (17)
2023 (15)
2022 (22)
2021 (11)
2020 (11)
Funding
Current Stage
Public CompanyTotal Funding
$1.97B2025-12-21Private Equity
2025-12-21Acquired
2025-05-12Post Ipo Equity· $261.81M
Leadership Team
Sandeep Sahai
CEO
James Cox
Chief Financial Officer
Recent News
Company data provided by crunchbase