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