Senior Remote Service Desk Lead – 2nd Shift

Velocity; United States; Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

401K – with Employer Match

Life Insurance

Short/Long-Term Disability

PTO & Paid Holidays

Paid Sick Time

Supplemental Benefits Available

Job summary

Velocity, a Managed Solutions Company, seeks a Lead Service Desk Analyst to join our Managed IT Service Desk team in a remote capacity. This working lead role handles complex tickets, serves as a senior escalation resource, and participates in a weekly on-call rotation, with a 2nd shift schedule (M-F 3:30pm-12am EST).

The ideal candidate will guide analysts, monitor queue health, and ensure service levels while maintaining strong client communication and thorough ticket documentation.

Qualifications

• Strong knowledge of Microsoft 365, server platforms, and Exchange administration.
• Knowledge of Active Directory, Group Policy, DNS, DFS, and NPS.
• Networking concepts including VLAN, NAT, DHCP, DNS, and connectivity troubleshooting.
• VMware experience preferred; virtualization concepts understood.
• Firewall technologies and network security fundamentals.
• MDM solutions experience.
• Must be legally authorized to work in the United States without sponsorship.

Responsibilities

• Serve as a senior technical escalation resource and owner of complex tickets.
• Act as a working lead for the escalation queue and monitor queue health.
• Provide day-to-day technical direction to Managed IT Service Desk members.
• Review ticket documentation and resolution quality to ensure standards.
• Support onboarding and ramp-up of new analysts with tool orientation and shadowing.
• Remediate advanced workstation, server, networking, and managed services issues.
• Provide consistent status updates to clients and team leads throughout ticket lifecycles.
• Surface recurring issues and process gaps to management and uphold security standards.

Skills

Microsoft 365

Exchange administration

Active Directory

Group Policy

DNS

DFS

NPS

Networking concepts

VLAN

NAT

DHCP

Connectivity troubleshooting

VMware

Firewall technologies

Network security fundamentals

MDM solutions

Customer service

Communication with clients/vendors

Education

Bachelor's or Associate's degree preferred

Tools

None

Job description

Velocity, a Managed Solutions Company, seeks a Lead Service Desk Analyst to join our Managed IT Service Desk team in a remote capacity. This working lead role handles complex tickets, serves as a senior escalation resource, and participates in a weekly on-call rotation, with a 2nd shift schedule (M-F 3:30pm-12am EST).

The ideal candidate will guide analysts, monitor queue health, and ensure service levels while maintaining strong client communication and thorough ticket documentation.