Lead Service Desk Analyst

General Summary:
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.

Principal Duties and Responsibilities:
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, Knowledge & Skills:
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

Experience and Education:
Associate's or Bachelor's degree preferred, or two (2) years in an advanced technical support role with experience mentoring peers