Senior Remote Service Desk Lead: Escalations & Mentoring

Velocity, A Managed Solutions Company; United States; On-site; USD 85,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, Vision

PTO & Paid Holidays

Paid Parental Leave

Paid Sick Time

401K – with Employer Match

Life Insurance, Short/Long-Term

Supplemental Benefits Available

Job summary

Velocity, A Managed Solutions Company, is seeking a highly skilled Lead Service Desk Analyst to join our Managed IT Service Desk team. This role serves as a senior technical escalation resource and working lead for the escalation queue, and participates in a weekly on-call rotation with other members of Managed IT leadership.

The Lead Service Desk Analyst is a working lead role without direct reports. We value strong Microsoft 365 and server platform expertise, along with solid networking and

Qualifications

• Strong knowledge of Microsoft 365, server platforms, and Exchange administration.
• Strong knowledge of Microsoft system management tools including Active Directory, Group Policy, DNS, DFS, and NPS.
• Strong understanding of networking concepts including VLAN, NAT, DHCP, DNS, and connectivity troubleshooting.
• Working knowledge of virtualization platforms; VMware experience preferred.
• Working knowledge of firewall technologies and network security fundamentals.
• Experience with mobile device management (MDM) solutions.
• Strong customer service orientation, clear professional communication with clients and vendors, and excellent troubleshooting and documentation skills.

Responsibilities

• Serve as a senior technical escalation resource, taking ownership of the most complex tickets through resolution.
• Act as a working lead for the escalation queue, monitoring queue health and ticket aging and reassigning work to protect SLA commitments.
• Provide day-to-day technical direction to Managed IT Service Desk members, pairing on difficult tickets and unblocking analysts in real time.
• Review ticket documentation and resolution quality across the team, coaching analysts toward consistent service delivery standards.
• Support onboarding and ramp-up of new analysts through tool orientation, shadowing, and guided handling of live tickets.
• Remediate advanced workstation, server, networking, and managed services issues, collaborating with Platform Services, NOC, and vendors.
• Provide consistent status updates to clients and team leads throughout ticket lifecycle.
• Surface recurring issues and process gaps to Service Desk management, upholding escalation, documentation, and security standards.

Skills

Microsoft 365

Active Directory

DNS/DHCP

Networking basics

VMware

Firewall concepts

MDM solutions

Customer communication

Documentation

Education

Associate's or Bachelor's degree preferred

Tools

Active Directory

Group Policy

DNS

VMware

NOC tooling

Job description

Velocity, A Managed Solutions Company, is seeking a highly skilled Lead Service Desk Analyst to join our Managed IT Service Desk team. This role serves as a senior technical escalation resource and working lead for the escalation queue, and participates in a weekly on-call rotation with other members of Managed IT leadership.

The Lead Service Desk Analyst is a working lead role without direct reports. We value strong Microsoft 365 and server platform expertise, along with solid networking and