Senior Service Desk Analyst

Senior Service Desk Analyst / Service Desk Lead

Location: Remote (Offshore)
Department: Information Technology

Working Hours: Requires alignment with U.S. Central Time business hours
Reports To: Director of IT

Role Summary

The Senior Service Desk Analyst / Service Desk Lead is responsible for helping lead day-to-day service desk operations and ensuring the support desk functions effectively as the single front door for IT. This is a working lead role responsible for queue health, triage quality, ticket discipline, escalation effectiveness, end-user communication standards, and overall support consistency.

In addition to handling more complex first-line support issues, this role will help reinforce service management processes, improve documentation, identify recurring problems, and serve as a coordination point between the service desk and broader IT teams including infrastructure, cybersecurity, enterprise platforms, and vendors.

This is a remote offshore role and requires working hours aligned to U.S. Central Time as part of a staggered coverage model supporting the business day.

Key Responsibilities

• Provide day-to-day operational leadership for the service desk queue, ensuring incidents and requests are properly triaged, prioritized, assigned, updated, and progressed

• Act as the primary escalation point for more complex Tier 1 issues and selected light Tier 2 issues within the support desk scope

• Review ticket quality and routing to ensure support work is directed appropriately across infrastructure, cybersecurity, enterprise platforms, and vendor-supported systems

• Help enforce SLA discipline, response expectations, communication standards, and ticket hygiene across the support desk

• Coach and support service desk analysts on troubleshooting, ticket handling, user communication, and process adherence

• Resolve advanced user support issues involving Microsoft 365, access management, devices, standard business applications, and common SaaS platforms

• Support onboarding, offboarding, access changes, and other operational support activities requiring greater judgment or coordination

• Identify recurring issues, root-cause patterns, support bottlenecks, and documentation gaps, and recommend improvements

• Contribute to and maintain knowledge base content, support procedures, and service desk operating standards

• Coordinate with vendors and internal IT teams to ensure smooth handoff, follow-up, and resolution of escalated issues

• Produce simple operational insights on backlog, aging, trends, repeat incidents, or support quality as needed

• Help reinforce the TOM by maintaining a disciplined single front door and reducing noise reaching specialized teams

Qualifications

• 5+ years of experience in IT support or service desk environments, including time spent in a senior analyst, lead analyst, or queue lead capacity

• Experience operating in a structured ITSM environment with defined triage, escalation, SLA, and ticket management processes

• Strong written and verbal English communication skills, including the ability to support professional and executive users

• Experience supporting U.S.-based organizations or distributed business operations preferred

• Demonstrated ability to manage competing priorities and maintain support quality in a high-volume environment

• Strong judgment in distinguishing issues that should be resolved at the service desk from those that should be escalated

• Ability to work scheduled hours aligned to U.S. Central Time

Preferred Skills

• Strong experience with Microsoft 365, user access support, endpoint troubleshooting, MFA, VPN, and standard enterprise application support

• Experience using Freshservice, ServiceNow, Jira Service Management, or similar ITSM platforms

• Familiarity with ITIL-aligned support practices

• Experience with queue management, ticket audits, or shift lead responsibilities

• Knowledge base ownership or strong documentation experience

• Exposure to vendor coordination and support across multi-system enterprise environments

• Experience identifying trends and driving continuous improvement within support operations