Lead Service Desk Analyst
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Job Description
Lead Service Desk Analyst resolving complex IT escalations for Velocity’s managed technology services. Leading service desk queues, mentoring analysts, and supporting U.S. enterprise customers.
Responsibilities:
- Serve as a senior technical escalation resource, taking personal ownership of the most complex tickets through to resolution
- Act as a working lead for the escalation queue, monitoring queue health and ticket aging and reassigning work to protect service level commitments
- Provide day-to-day technical direction to members of the Managed IT Service Desk
- Pair on difficult tickets and unblock analysts in real time
- Review ticket documentation and resolution quality across the team
- Coach analysts toward consistent service delivery standards
- Support onboarding and ramp-up of new analysts through tool orientation, shadowing, and guided handling of live tickets
- Remediate advanced workstation, server, networking, and managed services issues
- Collaborate with Platform Services, NOC, and vendors as needed
- Provide consistent and professional status updates to clients and team leads throughout the lifecycle of open tickets
- Surface recurring issues and process gaps to Service Desk management
- Uphold established escalation, documentation, and security standards
Requirements:
- Strong knowledge of Microsoft 365, server platforms, and Exchange administration
- Strong knowledge of Microsoft system management tools including Active Directory, Group Policy, DNS, DFS, and NPS
- Strong understanding of networking concepts including VLAN, NAT, DHCP, DNS, and connectivity troubleshooting
- Working knowledge of virtualization platforms; VMware experience preferred
- Working knowledge of firewall technologies and network security fundamentals
- Experience with mobile device management (MDM) solutions
- Strong customer service orientation, clear professional communication with clients and vendors, and excellent troubleshooting and documentation skills
- Candidates must be legally authorized to work in the United States without current or future employer sponsorship
- Associate's or Bachelor's degree preferred, or two (2) years in an advanced technical support role with experience mentoring peers
Benefits:
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Parental Leave
- Paid Sick Time
- 401K – with Employer Match
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
- Collaborative work environment
- Equal opportunities to thrive
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