[Hiring] Lead Service Desk Analyst @Velocity

Role Description

Velocity, A Managed Solutions Company, is seeking a highly skilled and technically proficient Lead Service Desk Analyst to join our Managed IT Service Desk team. This role serves as a senior technical escalation resource and working lead for the escalation queue, and participates in a weekly on-call rotation with other members of Managed IT leadership. The Lead Service Desk Analyst is a working lead role without direct reports.

• Serve as a senior technical escalation resource, taking personal ownership of the most complex tickets through to resolution.
• Act as a working lead for the escalation queue, monitoring queue health and ticket aging and reassigning work to protect service level commitments.
• Provide day-to-day technical direction to members of the Managed IT Service Desk, pairing on difficult tickets and unblocking analysts in real time.
• Review ticket documentation and resolution quality across the team, coaching analysts toward consistent service delivery standards.
• Support onboarding and ramp-up of new analysts through tool orientation, shadowing, and guided handling of live tickets.
• Remediate advanced workstation, server, networking, and managed services issues, collaborating with Platform Services, NOC, and vendors as needed.
• Provide consistent and professional status updates to clients and team leads throughout the lifecycle of open tickets.
• Surface recurring issues and process gaps to Service Desk management, and uphold established escalation, documentation, and security standards.

Qualifications

• Strong knowledge of Microsoft 365, server platforms, and Exchange administration.
• Strong knowledge of Microsoft system management tools including Active Directory, Group Policy, DNS, DFS, and NPS.
• Strong understanding of networking concepts including VLAN, NAT, DHCP, DNS, and connectivity troubleshooting.
• Working knowledge of virtualization platforms; VMware experience preferred.
• Working knowledge of firewall technologies and network security fundamentals.
• Experience with mobile device management (MDM) solutions.
• Strong customer service orientation, clear professional communication with clients and vendors, and excellent troubleshooting and documentation skills.
• Candidates must be legally authorized to work in the United States without current or future employer sponsorship. Velocity does not sponsor employment-based visas or provide sponsorship for this position.

Requirements

• Associate's or Bachelor's degree preferred, or two (2) years in an advanced technical support role with experience mentoring peers.

Benefits

• Medical, Dental, Vision.
• PTO & Paid Holidays.
• Paid Parental Leave.
• Paid Sick Time.
• 401K – with Employer Match.
• Company provided Life Insurance, Short/Long-Term Disability.
• Supplemental Benefits Available.