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
