Senior Systems Analyst - Service Desk

Overview

The Senior Systems Analyst is a key member of our Enterprise Technology & Security (ETS) operations team, responsible for the oversight and continuous improvement of our Managed Service Provider (MSP) IT Service Desk and Remote Desk. Reporting to the Systems Manager, this role ensures the effective management of an offshore support team, adherence to service level agreements (SLAs), and the delivery of exceptional customer service. The ideal candidate combines technical proficiency, strong analytical skills, and proven leadership abilities to drive operational excellence in a dynamic, customer-focused environment.

Responsibilities

Core Responsibilities

• Coordinate and oversee the daily operations of the Managed Service Provider (MSP)led IT Service Desk and Remote Desk teams to ensure consistent service delivery and alignment with organizational objectives
• Monitor MSP performance against established service level agreements (SLAs), including tracking compliance, managing escalations, and supporting continuous service improvement efforts
• Support a customer focused service delivery model by assisting with the resolution of escalated incidents and requests and promoting timely, effective end user support
• Monitor, analyze, and report on service desk performance metrics, including SLA compliance, first contact resolution, ticket aging, and customer satisfaction, and recommend corrective actions as appropriate
• Provide advanced technical guidance and escalation support to service desk and remote desk staff related to end user computing, infrastructure support, and troubleshooting activities
• Ensure service desk activities comply with company security, access control, and data protection policies, as well as applicable internal standards and requirements
• Evaluate and recommend improvements to service desk workflows and processes to enhance efficiency, consistency, and service quality across onshore and offshore support teams
• Collaborate with IT and other departments to implement AI-driven solutions and workflows
• Integrate AI tools and technologies into various job functions to enhance efficiency and productivity
• Participate in or support service-related projects and initiatives as assigned by the Systems Manager and perform other related duties as required
  
  

Qualifications

Required Education/Experience

• High School Diploma/GED and a minimum 7 years of relevant full-time IT work experience in an Information Technology, customer, desktop, or support environment or
• Associate's Degree and a minimum 5 years of relevant full-time IT work experience in an Information Technology, customer, desktop, or support environment or
• Bachelor's Degree and a minimum 3 years of relevant full-time IT work experience in an Information Technology, customer, desktop, or support environment or
• Master's Degree and a minimum 2 years of relevant full-time IT work experience in an Information Technology, customer, desktop, or support environment
  
  

Preferred Education/Experience

• Bachelor's Degree in Computer Science, Management Information System, Engineering, or related field and a minimum 3 years of relevant full-time IT work experience in an Information Technology, customer, desktop, or support environment
  
  

Relevant Work Experience

• Ability to interpret performance metrics, identify trends, and drive accountability with an MSP or service vendor, required
• Excellent verbal and written communication abilities, with experience in cross-cultural and remote team collaboration, required
• Strong analytical, problem-solving, and incident management skills, required
• Proficient in IT service desk operations, infrastructure support, and relevant technologies (e.g., ticketing systems, remote management tools), required
• Experience managing or supporting IT service desks, preferably with offshore or remote teams, preferred
• Possess technical and supervisory or managerial experience with a proven ability to motivate people, preferred
• Experience managing service workflows in ITSM platforms (e.g. ServiceNow), preferred
• Experience in managing projects, representing the organization in building and fostering relationships with customers, support groups, and vendors, and render sound business decisions, preferred
  
  

Skills and Abilities

• Demonstrated customer service skills
• Effective leadership skills
• Possesses a high degree of initiative
• Well organized, detail oriented and flexible to handle multiple assignments
• Project Demonstrated project management skills
• Demonstrated analytical skills
• Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.
  
  

Licenses and Certifications

• Driver's License Required
  
  

Physical Demands

• Sit or stand to answer a phone for the duration of the workday
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Possess manual dexterity and the ability to use hands for the duration of the workday
• Stand to use/operate office equipment for the duration of the workday
  
  

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.