Senior IT Service Desk Lead & Escalation Coach

Revel-IT-1; Columbus (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Revel IT in Columbus, OH seeks a Lead IT Service Desk Analyst contractor to serve as a senior resource and on shift operational leader within a 24x7 service desk. This player-coach role focuses on shift leadership, escalation support, service consistency, and guidance to analysts rather than people management.

The Lead Analyst provides direction during shifts, handles complex escalations, and ensures service desk efficiency in line with standards, acting as a trusted coach for analysts and

Qualifications

• Bachelor's degree or reputable certifications in IT or related field, or equivalent hands-on experience.
• 6-8 years in IT service desk, deskside, or technical support roles with advanced escalation responsibilities.
• Experience as lead/shift lead or operational point of contact without direct reports.
• Strong working knowledge of Microsoft 365, Windows environments, mobile platforms, remote access tools, networking, collaboration tools, and telephony systems.
• Proven experience creating, maintaining, and interpreting dashboards and operational reports using ITSM and analytics tools.

Responsibilities

• Act as the on shift escalation point for complex, high impact incidents with leadership on call.
• Provide advanced technical support while maintaining a reduced ticket workload compared to peers.
• Guide analysts with troubleshooting and ensure adherence to processes and best practices.
• Ensure high-quality ticket work, documentation, and escalation readiness across the shift.
• Participate in major incident response with coordination, triage support, and clear communication.
• Make operational decisions during shifts and escalate risks or systemic issues when needed.
• Lead on shift, manage queue, workload distribution, and prioritization without formal management.

Skills

Lead Analyst

Microsoft 365

Windows environments

Networking

Service Desk

Analytics

Escalation

Communication

Education

Bachelor's degree or certs

Tools

ITSM dashboards

ITSM software

Job description

Revel IT in Columbus, OH seeks a Lead IT Service Desk Analyst contractor to serve as a senior resource and on shift operational leader within a 24x7 service desk. This player-coach role focuses on shift leadership, escalation support, service consistency, and guidance to analysts rather than people management.

The Lead Analyst provides direction during shifts, handles complex escalations, and ensures service desk efficiency in line with standards, acting as a trusted coach for analysts and