Senior Service Desk Lead — IT Incident & Automation

Boston Beer Corporation; Upper Macungie Township (PA); On-site; USD 65,000 - 120,000; Full time

Benefits offered by this job

Tuition reimbursement

Fertility/adoption support

Free financial coaching

Health & wellness program and discount

Professional development & training

Free beer!

Job summary

Boston Beer Corporation is seeking a Full-Time Service Desk Analyst II, Brewery in Breinigsville, PA. You will lead daily service-desk operations, mentor staff, manage major incidents, and collaborate with IT teams to deliver end-user computing and supply chain technology solutions.

You’ll drive improvements, deploy self-service automations, and support hardware/software assets while ensuring IT security and policy compliance.

Qualifications

• 4+ years of helpdesk or service desk experience, preferably in a lead role.
• Experience managing client configuration management and mobile device management tools (Intune, SOTI, SCCM).
• Experience with automation and scripting (Power Automate, PowerShell, Python).
• ItIL knowledge or certifications.
• Experience in corporate and/or manufacturing environments.

Responsibilities

• Respond to and resolve IT service requests and incidents quickly with minimal business disruption.
• Provide technical support to end-users via phone, email, or in-person for hardware, software, and network issues.
• Diagnose and troubleshoot problems, guiding users through step-by-step solutions.
• Maintain and update a knowledge base with common issues and fixes.
• Participate in after-hours on-call queue for urgent issues.
• Maintain asset inventory and manage hardware like laptops, printers, scanners.
• Deliver excellent customer service with a professional, helpful demeanor.
• Maintain IT knowledgebase and contribute new articles.
• Ensure asset management for hardware and software; comply with IT security standards.
• Assist with small to mid-size projects to enhance end-user computing services.

Skills

Helpdesk leadership

Intune

SOTI

SCCM

Automation

ITIL

Microsoft 365

SAP

Network troubleshooting

Phone communication

Education

Bachelor's degree or equivalent

Tools

Intune

SOTI

SCCM

Power Automate

PowerShell

Python

SAP

Job description

Boston Beer Corporation is seeking a Full-Time Service Desk Analyst II, Brewery in Breinigsville, PA. You will lead daily service-desk operations, mentor staff, manage major incidents, and collaborate with IT teams to deliver end-user computing and supply chain technology solutions.

You’ll drive improvements, deploy self-service automations, and support hardware/software assets while ensuring IT security and policy compliance.