Remote Service Desk Lead: Elevate Tech Support

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

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.