Lead Service Desk Analyst - (Remote)

Velocity; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

PTO & Paid Holidays

Paid Sick Time

401K – with Employer Match

Company provided Life Insurance

Short/Long-Term Disability

Job summary

Velocity, a managed solutions company, is seeking a Lead Service Desk Analyst to join our remote-enabled Managed IT Service Desk. This senior role acts as a technical escalation resource and working lead for the escalation queue, with a weekly on-call rotation among Managed IT leadership.

The Lead Service Desk Analyst is a working lead role without direct reports, requiring deep knowledge of Microsoft 365, Active Directory, networking, and VMware.

Qualifications

• Strong knowledge of Microsoft 365, server platforms, and Exchange administration.
• Experience with Active Directory, Group Policy, DNS, DFS, and NPS.
• Understanding of networking concepts (VLAN, NAT, DHCP, DNS) and connectivity troubleshooting.
• VMware experience preferred.
• Knowledge of firewall technologies and network security fundamentals.
• Experience with mobile device management (MDM) solutions.
• Excellent customer service orientation and documentation skills.

Responsibilities

• Serve as a senior technical escalation resource and working lead for complex tickets.
• Monitor escalation queue health and reassign work to protect service level commitments.
• Provide day-to-day technical direction and pair on difficult tickets with analysts.
• Coach analysts toward consistent service delivery standards and best practices.
• Assist onboarding and ramp-up of new analysts with tool orientation and shadowing.
• Resolve advanced workstation, server, networking, and managed services issues in collaboration with Platform Services and NOC.
• Provide clear, professional status updates to clients and team leads throughout ticket lifecycles.
• Identify recurring issues and gaps; report them to Service Desk management and uphold security standards.

Skills

Microsoft 365

Active Directory

Group Policy

DNS

Networking basics

VMware

Security fundamentals

Mobile device management

Customer service

Education

Associate’s or Bachelor’s degree preferred

Two years in advanced technical support

Job description

Our customers count on us to help them drive their business, and that drives us to constantly challenge ourselves to achieve more. We take on new opportunities, learn fast, and keep growing. But we do it together, as a team. If you’re ready to be part of an exciting team in a high-growth environment, join us!

Our values

Customer obsessed

We obsess over our customers by providing them with outstanding support, products, and solutions that deliver superior value. We do this by listening to our customers' needs, building long-lasting relationships, and responding with innovative solutions.

We win together as one team. We help each other succeed by fostering an environment that produces positivity, respect, and creativity.

Do the right thing

We act ethically and with integrity—no exceptions. We keep our promises and do the right things for our team members, customers, and community.

Let’s go!

Fast and nimble, we go all out to reach our goals as quickly as possible. We constantly challenge ourselves to achieve more. We keep moving forward for our team members, customers and community.

Location Hubs

Find your place at Velocity

OH

MO

NC

Charlotte, North Carolina

TX

Why you’ll love working here

We are an energetic bunch — eager to succeed and have lots of company pride

As a growing managed solutions company, every team member 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 and who we do it for. To achieve our goals, we foster a collaborative work environment where we prioritize strengthening relationships with both our customers and team members.

Competitive benefits package

We know the strength of our company depends upon our high-performing, diverse team. That’s why we offer a comprehensive rewards package of competitive pay and benefits that allows us to take care of our team members and support their health and wellbeing in and outside the workplace.

Healthy and happy

At Velocity, we provide employees with the resources they need to take care of themselves and their families. As an employee, you will receive big-company style comprehensive benefits (medical, dental, vision, and more) with a startup spirit.

Investing in our people

From the first day, you are a valued member of the team and are rewarded as such. Employees qualify for all we offer, such as PTO and paid holidays, 401k with company match and immediate vesting, company-provided life insurance, short and long-term disability coverage, employee assistance programs, and more!

We're flexible

We know you give Velocity 100% and believe other aspects of your life deserve the same. We offer flexible working conditions to ensure you’re able to provide your best to all the demands, loved ones, and passions in your life.

Opportunities for growth

We grow and change fast—and help our employees grow with us by offering ongoing learning opportunities and encouraging movement around the company to enhance skill sets and company knowledge. Velocity loves to promote from within and further develop our talented workforce.

We operate as one team-check your egos at the door!

Reliance on trust and mutual respect is the only way we will ever reach our shared goals—we operate as One Team! Our commitment to you is: to always be open about where we stand as a company and your role in it.

Let’s go! Live a little

Our bold and supportive team fosters an environment where work doesn’t always feel like work. Our relationships are genuine and cultivated through a culture that encourages everyone to bring their whole self to work each day. We take our work seriously, but not ourselves.

Starting a new career is a big decision, and the interview process can be intimidating. At Velocity, we’ll be with you every step of the way to help you succeed. We’ve designed our recruiting process to be straight-forward and transparent, allowing you to come in confident and ready to impress.

Review

Our recruiting team processes incoming applications and makes a determination to proceed with qualified candidates. The review process usually takes 1-2 weeks.

Phone screen

A recruiter sets up an introductory conversation (about 15-30 minutes) to learn more about the candidate and answer any preliminary questions about the specific role and life at Velocity.

Interview (virtual when possible)

Following a successful phone screen, candidates will interview with the hiring manager and other leaders or team members.

Assessment

Some candidates may be asked to take part in an assessment to evaluate their skills and interest.

Decision stage

The recruiting team and hiring manager debrief and assess the candidate’s experience and compatibility with the role. If it is determined you are not a good fit, we are happy to provide feedback for future interviews.

Offer

Once the interview process is complete, the recruiting team will reach out to successful candidates and initiate the onboarding process.

OUR CulturE

Empowering Every Voice.

In the fast-moving world of connectivity, we recognize that the strongest solutions are built by a wide range of voices, ideas, and experiences. At our company, we strive to create a workplace where every team member feels respected, supported, and empowered to contribute. By embracing different viewpoints and ensuring fair access to growth and opportunity, we aim to build not just cutting-edge technology, but a culture where everyone can thrive. Our commitment to these values helps us better serve our customers and foster a positive culture for our team members.

Velocity cares

It’s more than just words for Velocity, it’s about action and getting involved

At Velocity, our business is keeping organizations connected internally and to their customers. We also attempt to make connections within our community. Whether it’s a local event sponsorship, employee-driven food bank, or donation of IT equipment and services, Velocity upholds its promise to do right by our team members, customers, and community.

Open Positions

Position:Lead Service Desk Analyst - (Remote)

Location: Remote

Job Id:2333

# of Openings:1

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!
• PTO & Paid Holidays
• 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.