Lead Service Desk Analyst - (Remote)

Velocity, A Managed Solutions Company; United States; On-site; USD 85,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, Vision

PTO & Paid Holidays

Paid Parental Leave

Paid Sick Time

401K – with Employer Match

Life Insurance, Short/Long-Term

Supplemental Benefits Available

Job summary

Velocity, A Managed Solutions Company, is seeking a highly skilled 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. We value strong Microsoft 365 and server platform expertise, along with solid networking and

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.

Responsibilities

• Serve as a senior technical escalation resource, taking ownership of the most complex tickets through resolution.
• Act as a working lead for the escalation queue, monitoring queue health and ticket aging and reassigning work to protect SLA commitments.
• Provide day-to-day technical direction to Managed IT Service Desk members, 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.
• Provide consistent status updates to clients and team leads throughout ticket lifecycle.
• Surface recurring issues and process gaps to Service Desk management, upholding escalation, documentation, and security standards.

Skills

Microsoft 365

Active Directory

DNS/DHCP

Networking basics

VMware

Firewall concepts

MDM solutions

Customer communication

Documentation

Education

Associate's or Bachelor's degree preferred

Tools

Active Directory

Group Policy

DNS

VMware

NOC tooling

Job description

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

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals. As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core

• Customer-obsessed
• One team
• Do the right thing
• Let’s go!

Our 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

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/ .

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.