Lead Service Desk Analyst

Job Description

The Lead IT Service Desk Analyst serves as a senior technical resource and on shift operational leader within a 24x7x365 service desk environment. This role is a player coach position with responsibility for shift leadership, escalation support, service consistency, analyst guidance, and operational insight, rather than direct performance management. The Lead Analyst provides oversight and direction during assigned shifts, supports complex escalations as needed, and ensures the service desk operates efficiently and in alignment with established standards. While this role does not include direct reports or formal people management responsibilities, the Lead Analyst acts as a trusted coach and go to resource for analysts, providing real time guidance, ticket and work review, and documented feedback to support analyst development. In addition, the Lead Analyst manages service desk reporting and dashboarding, providing visibility into KPIs, trends, and operational health, and supporting leadership through analysis, Q&A, and data driven insights.

JOB RESPONSIBILITIES

• Operational & Technical Support Leadership
• Serve as the primary on shift escalation point for complex, high impact, or time sensitive incidents.
• Provide advanced technical support as needed, while maintaining a reduced individual ticket workload compared to other Analysts.
• Guide analysts through complex troubleshooting scenarios, ensuring adherence to documented processes and best practices.
• Ensure high standards of ticket quality, documentation, and escalation readiness across the shift.
• Participate in major incident response, focusing on coordination, triage support, and clear communication.
• Serve as the operational decision maker during assigned shifts, escalating risks, constraints, or systemic issues appropriately.
• On Shift Leadership, Coaching & Guidance
• Act as the on shift operational lead, ensuring effective queue management, workload distribution, and prioritization.
• Provide informal coaching and real time guidance to analysts to reinforce technical troubleshooting, customer service expectations, and procedural compliance.
• Review analyst work for quality, accuracy, and consistency, providing constructive and timely feedback.
• Support analyst development through knowledge sharing, problem solving collaboration, and skills reinforcement.
• Reinforce service desk standards, workflows, and professional behaviors through active presence and example.
• Identify and communicate skill gaps, documentation needs, or training opportunities to the Service Desk leadership.
• Serve as a trusted point of contact for analysts during the shift without assuming formal performance management authority.
• This role does not conduct performance reviews, corrective actions, or disciplinary measures.
• Reporting, Metrics & Dashboard Ownership
• Maintain service desk operational dashboards and reports related to ticket volume, SLAs, backlog, trends, and overall service health.
• Ensure data accuracy, consistency, and reliability within ITSM and reporting platforms.
• Analyze shift level and enterprise service desk data to identify recurring issues, operational risks, and improvement opportunities.
• Translate reporting data into clear, actionable insights for Service Desk leadership and IT stakeholders.
• Support KPI reviews and Q&A discussions by explaining trends, variances, and drivers of performance.
• Partner with the Service Desk leadership and ITSM teams to refine metrics definitions, reporting standards, and dashboard usability.
• Fulfill ad hoc reporting requests related to incidents, audits, trend analysis, and operational reviews.
• Continuous Improvement & Service Quality
• Contribute to the creation, review, and maintenance of SOPs, knowledge articles, and internal service desk documentation.
• Participate in analyst skill reviews by providing observations, work examples, and documented input to leadership.
• Identify opportunities to improve efficiency, consistency, and first contact resolution through process refinement or tooling enhancements.
• Collaborate with infrastructure, application, network, and security teams to reduce repeat incidents and improve resolution at the service desk level.
• Participate in service desk initiatives, pilots, and improvement efforts focused on operational maturity and customer experience.
• Service Desk Excellence
• Provide lead coverage during assigned rotating shifts within a 24x7x365 environment.
• Ensure a consistent, high quality customer experience across all user interactions.
• Serve as the primary point of escalation for the Service Desk team during designated shifts.
• Maintain professionalism, calm execution, and clear communication during peak demand or business impacting events.
• Demonstrate flexibility to support peak demand, vacation coverage, and unplanned absences while maintain high standards of professionalism, customer service, and communication during all user interactions.
• Provide VIP support to executives and admins.

PR: 35-45/hr

Skills and Requirements

Bachelor’s degree or reputable certifications in information technology or a related field, or equivalent hands on experience in technical support roles.

• 6-8 years of experience in IT service desk, deskside support, or technical support roles, including advanced escalation responsibilities.
• Demonstrated experience serving as a lead, shift lead, or operational point of contact without direct reports.
• Strong working knowledge of Microsoft 365, Windows environments, mobile platforms, remote access tools, networking, collaboration tools, and telephony/contact center systems.
• Proven experience creating, maintaining, and interpreting dashboards and operational reports using ITSM and analytics tools.
• Strong analytical skills with the ability to identify trends and clearly communicate insights.
• Experience participating in major incident response within an enterprise environment.
• Excellent communication and interpersonal skills, with the ability to influence and guide peers without formal authority.
• Experience supporting a 24x7 operational environment or high-volume (Global Enterprise) service desk, with many remote based employees.
• ITIL Foundation, CompTIA A+/Network+, Microsoft certifications, Cisco Certifications, or equivalent.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].