Lead IT Services & Support Analyst

The Lead IT Services & Support Analyst serves as the senior technical resource and operational leader for the IT Services & Support team, ensuring the delivery of exceptional end-user support while maintaining service excellence across the organization. This role provides leadership in incident management, service delivery, executive support, technology standards, and operational excellence while promoting continuous improvement and knowledge sharing.

Essential Tasks and Responsibilities

• Lead daily service desk operations, including support queues and SLA performance, ensuring timely resolution of incidents and service requests.
• Prioritize and coordinate resources to resolve business-critical issues and major incidents and optimize team workload distribution to maintain operational efficiency
• Serve as the primary escalation point for complex technical issues, performing advanced troubleshooting and root cause analysis.
• Provide executive (white glove) support, including technology coordination and AV support for meetings, presentations, and special events.
• Collaborate with Business Technology Services (BTS), infrastructure, and cybersecurity teams to resolve cross-functional issues and implement solutions.
• Manage asset inventory and oversee IT purchasing, asset requests, and lifecycle management, ensuring compliance with organizational policies and licensing requirements.
• Maintain accurate knowledge management systems, documentation, and standardized support procedures.
• Track, analyze, and report service desk metrics and trends to drive continuous improvement.
• Lead process improvement initiatives to enhance service delivery, efficiency, and user experience.
• Support enterprise technology initiatives, including system upgrades, hardware refreshes, evaluating and testing emerging technologies, and organizational IT projects.
• Mentor and coach team members, fostering a collaborative, accountable, and customer-focused culture.
• Assist with operational planning, onboarding, training, and cross-functional knowledge sharing.
• Define and recommend standards for end-user technology, tools, and support processes.
• Analyze asset and service data to optimize costs, improve utilization, and inform technology investment decisions.

Do you have experience in Team supervision?, Do you have a Bachelor's degree?, * Educational Requirements:Bachelor's degree in information technology, computer science, business information systems,related fields, or relevant years of experience.

• Minimum Experience:Nine (9) to eleven (11) years of progressive IT support experience in an enterprise environment with two (2) years serving as a senior analyst, lead analyst, team lead, or equivalent leadership role.
• Licensure or other certifications:CompTIA A+, Net+, Sec+, ITIL 4 Foundation, ITL4 Managing Professional, MS Fundamentals, CHAMP, or CSAM

Skills

windows servers, technical support, IT management and support, systems analysis, asset management, IT service management tools, end-user training

Competencies

interpersonal communications, customer service, troubleshooting (problem-solving), team oriented, analytical skills

Work Environment

This position requires minimal travel.

Pulled from the full job description

• Tuition reimbursement
• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Parental leave
• Retirement plan
• Tuition reimbursement