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