Lead Service Desk Analyst

Lead Service Desk Analyst

Job Summary – Lead Service Desk Analyst

The Lead Service Desk Analyst is responsible for overseeing daily service desk operations and ensuring the timely resolution of technical issues across the organization. This role serves as the primary escalation point for complex incidents, provides technical guidance to Service Desk team members, and drives continuous improvement in service delivery processes.

The Lead Service Desk Analyst partners with IT leadership and cross-functional stakeholders to maintain service levels, optimize ticket workflows, and enhance the overall end-user experience. In addition to hands-on technical support, this position supports staff development, monitors performance metrics, and ensures adherence to established IT service management standards and best practices.

EDUCATION/CREDENTIALS:

• Associate's degree in Computer Science, Information Systems, or a related field, preferred.

JOB-RELATED SKILLS/COMPETENCIES:

• Sound knowledge of Windows/macOS and common productivity applications (Microsoft Office Suite, Office 365, Adobe, etc.).
• Familiarity with Active Directory
• Excellent verbal and written communication, patience, empathy, and the ability to explain complex tech concepts to non-technical users.
• Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced, dynamic environment.
• Experience with networking fundamentals (TCP/IP, DNS, DHCP), troubleshooting printer issues, and configuring mobile device management (MDM) solutions.

MAJOR DUTIES AND RESPONSIBILITIES:

• Incident Management: Log, prioritize, diagnose, and resolve incoming tickets using ticketing systems, ensuring timely resolution or escalation.

• Technical Troubleshooting: Diagnosing and resolving technical issues related to hardware (PCs, printers, mobile devices), software applications, and network connectivity.
• System Maintenance: Install, configure, and update software and hardware, and manage user accounts (passwords, permissions).
• Documentation: Meticulously record all incidents and resolutions to build an internal knowledge base for future reference, create user and team guides/documentation.
• Escalation: Refer complex or unresolved issues to specialized IT teams or vendors.
• Customer Service Focus: Provide excellent customer service through proactive communication, empathy, and a commitment to resolving problems with a positive attitude.
• Continuous Learning: Stay updated on supported technologies and software, proactively seeking opportunities to expand technical knowledge.

Major Duties & Responsibilities

• Lead day-to-day Service Desk operations, ensuring timely response and resolution of incidents and service requests.

• Serve as the primary escalation point for complex or high-impact technical issues.

• Monitor ticket queues and performance metrics to ensure SLA compliance.

• Provide mentorship, training, and performance feedback to Service Desk Analysts.

• Coordinate with infrastructure, applications, and enterprise systems teams to resolve cross-functional issues.

• Identify trends in incidents and recommend process improvements to reduce recurring issues.

• Maintain and enhance knowledge base documentation and standard operating procedures.

• Support onboarding and offboarding processes, including account provisioning and access management.

• Participate in change management and incident review processes.

• Assist IT leadership with reporting, resource planning, and operational strategy initiatives.

Education & Experience Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.

• Associate degree with equivalent work experience may be considered.

• 5+ years of progressive IT support experience, including at least 1–2 years in a lead or senior-level Service Desk role.

• Strong knowledge of IT service management frameworks (ITIL preferred).

• Experience with ticketing systems, remote support tools, and enterprise environments.

• Relevant certifications such as CompTIA A+, Network+, Security+, or ITIL Foundation preferred.