Senior IT Service Desk Lead & Coach

Revel IT; Columbus (OH); On-site; USD 48,000 - 68,000; Full time

Benefits offered by this job

NetJets benefits

Job summary

Revel IT in Columbus is seeking a Lead IT Service Desk Analyst to act as a senior resource on a 24x7 service desk, guiding analysts, handling escalations, and driving data-driven improvements. The role emphasizes coaching, process adherence, and operational reporting.

Converted to full-time after 6 months, the position features a salary target of $42/hour plus NetJets benefits and room for leadership impact across ITSM metrics and incident management.

Qualifications

• Bachelor’s degree or reputable IT certifications or equivalent hands-on experience.
• 6-8 years in IT service desk or technical support with escalation responsibilities.
• Experience as a lead, shift lead, or operational contact without direct reports.
• Strong knowledge of Microsoft 365, Windows, mobile, remote access, networking, collaboration tools, and telephony systems.
• Experience creating dashboards and operational reports using ITSM/analytics tools.
• Strong analytical skills to identify trends and communicate insights.
• Experience in major incident response within an enterprise environment.
• Excellent communication and interpersonal skills; able to influence without formal authority.
• Experience supporting a 24x7 enterprise service desk with remote employees.
• ITIL Foundation, CompTIA A+/Network+, Microsoft/Cisco certifications, or equivalent.

Responsibilities

• Serve as on-shift escalation point for complex incidents.
• Provide advanced technical support while keeping ticket workload manageable.
• Coach analysts in troubleshooting and adherence to processes.
• Ensure high ticket quality and escalation readiness.
• Participate in major incident response with coordination and communication.
• Act as on-shift operational lead for queue management and workload distribution.
• Provide informal coaching and real-time guidance to analysts.
• Review work for quality and consistency; provide feedback.
• Support analyst development through knowledge sharing and problem solving.
• Maintain dashboards and reports on KPI, trends, and service health.
• Collaborate with infrastructure, application, network, and security teams to reduce repeat incidents.

Skills

Shift lead

Analytical skills

Dashboards

Communication

Collaboration

ITIL knowledge

Education

Bachelor’s Information Technology

Tools

Microsoft 365

Windows OS

Remote access tools

Networking

Telephony/CC systems

Job description

Revel IT in Columbus is seeking a Lead IT Service Desk Analyst to act as a senior resource on a 24x7 service desk, guiding analysts, handling escalations, and driving data-driven improvements. The role emphasizes coaching, process adherence, and operational reporting.

Converted to full-time after 6 months, the position features a salary target of $42/hour plus NetJets benefits and room for leadership impact across ITSM metrics and incident management.