MSP End User Computing Lead – Field Operations

Consolidated Edison Company of New York; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Consolidated Edison Company of New York is seeking a Senior Systems Analyst to lead the MSP End User Computing Services team, delivering onsite IT support across all company locations.

You will monitor performance, manage escalations, and partner with internal teams and external vendors to ensure high-quality service and timely issue resolution. Occasional field visits support safety practices and continuous improvement.

Qualifications

• Experience in IT support, end-user computing, desktop support, customer service, or End User Computing Services environments.
• Strong analytical, problem-solving, and incident management skills.
• Excellent written and verbal communication skills with both technical and business users.
• Ability to lead, influence, and motivate internal staff and vendor teams.
• Ability to interpret performance metrics, identify trends, and drive accountability with an MSP or service vendor.

Responsibilities

• Provide day to day leadership and oversight of the MSP End User Computing Services team delivering onsite IT support across all company locations.
• Ensure high quality end user support, including device troubleshooting, hardware replacement, and conference room and presentation technology support.
• Serve as the primary point of contact for all End User Computing Services activities, ensuring alignment with SLAs, performance metrics, and operational expectations.
• Monitor daily operations, including ticket queues, dispatch activity, onsite coverage, and overall service delivery performance.
• Audit ServiceNow tickets regularly to ensure accuracy, proper resolution, and compliance with processes and SLAs.
• Coordinate incident response and escalations, ensuring timely action, clear communication, and proper use of MSP resources.
• Enforce adherence to company change management, operational standards, communication guidelines, and safety policies.
• Partner with SMEs, engineering teams, and operational leaders to resolve complex issues, analyze trends, and drive root cause investigations.
• Support rollout of new standards, hardware, procedures, and technologies across the End User Computing Services operating model.
• Conduct site visits across the NYC 5 boroughs, Westchester, and Orange & Rockland counties to validate service quality, MSP presence, safety practices, and drive continuous improvement

Skills

Customer relationships

Customer service

Project management

Organization

Presentation skills

MS Office

Leadership

Analytics

Incident management

Education

High School Diploma/GED

Associate's Degree

Bachelor's Degree

Master's Degree

Tools

ServiceNow

ITIL

Job description

Consolidated Edison Company of New York is seeking a Senior Systems Analyst to lead the MSP End User Computing Services team, delivering onsite IT support across all company locations.

You will monitor performance, manage escalations, and partner with internal teams and external vendors to ensure high-quality service and timely issue resolution. Occasional field visits support safety practices and continuous improvement.