Lead Analyst, Service Desk

Campbell's; New Jersey; On-site; USD 72,000 - 98,000; Full time

Benefits offered by this job

Benefits begin on day one (medical,-dm

401(k) with immediate vesting

Unlimited sick time and PTO

On-site fitness center (WHQ)

On-site day care (Bright Horizons)

Company store

Campbell’s Cares matching donations

Job summary

Campbell’s seeks a Lead Analyst, Service Desk to deliver insights, analytics, and operational intelligence that drive IT customer experience improvements. You will analyze service performance, identify trends and root causes, and inform strategy to enhance self-service and user satisfaction across all IT engagement channels.

This role reports to the Sr Manager, Experience Platforms and collaborates with Technology Infrastructure and the broader IT org to translate data into actionable

Qualifications

• Bachelor’s degree or equivalent experience in IT/Analytics.
• 2+ years in IT service management, Service Desk ops, or IT analytics.
• Experience turning IT support data into actionable improvements.
• Familiarity with Service Desk platforms and reporting tools.
• Strong ability to communicate insights to technical and non-technical stakeholders.
• Solid analytical and problem-solving skills.

Responsibilities

• Own Service Desk reporting, analytics, and performance insights across incidents and requests.
• Analyze data to identify trends, root causes, and recurring issues.
• Translate insights into recommendations to improve operations and user experience.
• Support roadmap prioritization, automation opportunities, and CX improvements.
• Develop dashboards, scorecards, and executive reports on Service Desk health.
• Collaborate with Experience Platforms, Digital Platforms, and Automation teams.
• Work with IT teams to surface systemic issues and drive proactive resolution.
• Monitor SLA, first-contact resolution, escalation trends, and CSAT.
• Validate impact of improvements through data and measurement.
• Ensure reporting aligns with enterprise governance and tooling.

Skills

Service Desk analytics

Customer experience measurement

Root cause & trend analysis

Self-service & automation optimization

Data-driven decision making

Cross-organizational collaboration

Continuous improvement

Education

Bachelor’s degree in IT, Data Analytics, Business or related field

Job description

Since 1869, we’ve connected people through food they love. We’re proud to be stewards of amazing brands that people trust. Our portfolio includes the iconic Campbell’s brand, as well as Cape Cod, Chunky, Goldfish, Kettle Brand, Lance, Late July, Pacific Foods, Pepperidge Farm, Prego, Pace, Rao’s Homemade, Snack Factory, Snyder’s of Hanover.Swanson, and V8.

Here, you will make a difference every day. You will be supported to build a rewarding career with opportunities to grow, innovate and inspire. Make history with us.

Why Campbell’s…

• Benefits begin on day one and include medical, dental, short and long-term disability, AD&D, and life insurance (for individual, families, and domestic partners).
• Employees are eligible for our matching 401(k) plan and can enroll on the first day of employment with immediate vesting.
• Campbell’s offers unlimited sick time along with paid time off and holiday pay.
• If in WHQ – free access to the fitness center. Access to on-site day care (operated by Bright Horizons) and company store.
• Giving back to the communities where our employees work and live is very important to Campbell’s. Our “Campbell’s Cares” program matches employee donations and/or volunteer activity up to $1,500 annually.
• Campbell’s has a variety of Employee Resource Groups (ERGs) to support employees.

How you will make history here..

The Lead Analyst, Service Desk is responsible for providing insights, analytics, and operational intelligence that enable continuous improvement of the Service Desk and overall IT customer experience. This role focuses on analyzing service performance, identifying trends and root causes, and informing strategy to improve self-service, reduce friction, and enhance user satisfaction across all IT engagement channels.

This role reports to the Sr Manager, Experience Platforms and collaborates with the entirety of the Technology Infrastructure organization and the broader IT organization to translate data into actionable improvements and drive a more proactive, automated, and experience-driven Service Desk operation.

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Key Responsibilities

• Own Service Desk reporting, analytics, and performance insights across incidents, requests, self-service, and experience metrics.
• Analyze Service Desk data to identify trends, root causes, recurring issues, and opportunities to reduce contact volume.
• Translate data and insights into actionable recommendations that improve Service Desk operations, user experience, and self-service effectiveness.
• Support Service Desk and experience strategy by informing roadmap prioritization, automation opportunities, and customer experience improvements.
• Develop and maintain dashboards, scorecards, and executive-level reporting to track Service Desk health, experience outcomes, and operational performance.
• Partner with Experience Platforms, Enterprise Support, Digital Platforms, and Automation teams to evaluate and improve workflows, knowledge management, virtual support, and automation effectiveness.
• Collaborate across Technology Infrastructure and broader IT teams to surface systemic issues and drive proactive resolution.
• Monitor SLA performance, first-contact resolution, escalation trends, and user satisfaction to proactively identify risks and improvement areas.
• Support continuous improvement initiatives by validating impact through data analysis and measurement.
• Ensure Service Desk reporting and analytics align with enterprise standards, governance, and tooling.

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What you bring to the table…(Must Have)

• Bachelor’s degree in Information Technology, Data Analytics, Business, or related field (or equivalent experience).
• 2+ years of experience in IT service management, Service Desk operations, or IT analytics roles.
• Strong experience analyzing IT support data and translating insights into operational and experience improvements.
• Familiarity with Service Desk platforms, reporting tools, and self-service metrics.
• Ability to communicate insights clearly to technical and non-technical stakeholders.
• Strong analytical and problem-solving skills.

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Nice to have…(Preferred Qualifications)

• Experience supporting Service Desk transformation, automation, or self-service improvement initiatives.
• Experience building dashboards and reporting for IT leadership or executive audiences.
• Familiarity with customer experience metrics, journey analysis, and experience design concepts.
• Experience operating within large, enterprise IT environments.

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Key Skills

• Service Desk analytics & insights
• Customer experience measurement
• Root cause & trend analysis
• Self-service & automation optimization
• Data-driven decision making
• Cross-organizational collaboration
• Continuous improvement enablement

Compensation and Benefits:

The target base salary range for this full-time, salaried position is between

$71,500-$98,300

Individual base pay depends on work location and additional factors such as experience, job-related skills, and relevant education or training. Total pay may include other forms of compensation. In addition, we offer competitive health, dental, 401k and wellness benefits beginning on the first day of employment. Please ask your Talent Acquisition Partner for more information about our total rewards package.

The Company is committed to providing equal opportunity for employees and qualified applicants in all aspects of the employment relationship, including consideration for employment, without regard to race, color, sex, sexual orientation, gender identity, national origin, citizenship, marital status, protected veteran status, disability, age, religion, or any other classification protected by law.