Service Desk Analytics Lead

The Campbell's Company; Camden (NJ); On-site; USD 72,000 - 98,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Disability insurance

Life insurance

401(k) with company match

Paid time off & holidays

On-site fitness center access (WHQ)

On-site day care access

Campbell's Cares donations matching up

Employee Resource Groups

Job summary

Campbell’s seeks a Lead Analyst in Service Desk to deliver analytics, performance insights, and actionable recommendations across incidents, requests, and self-service. You will partner with IT teams to drive automation and enhance user experience through data-driven decisions.

The role involves creating dashboards, executive reporting, and supporting continuous improvement initiatives while aligning with enterprise standards.

Qualifications

• Bachelor’s degree or equivalent experience in IT/analytics.
• 2+ years in IT service management, Service Desk, or analytics roles.
• Experience translating IT data into actionable improvements.
• Familiarity with Service Desk platforms and reporting tools.
• Clear communication of insights to technical and non-technical stakeholders.
• Strong analytical and problem-solving skills.

Responsibilities

• Own Service Desk reporting, analytics, and performance insights across incidents, requests, self-service, and experience metrics.
• Identify trends, root causes, recurring issues, and opportunities to reduce contact volume.
• Translate data into actionable recommendations to improve operations and user experience.
• Inform roadmap prioritization, automation opportunities, and customer experience improvements.
• Develop and maintain dashboards, scorecards, and executive-level reporting.
• Collaborate with Experience Platforms, Enterprise Support, Digital Platforms, and Automation teams to improve workflows and automation.
• Surface systemic issues and drive proactive resolution across IT teams.
• Monitor SLA performance, first-contact resolution, escalation trends, and user satisfaction.
• Support continuous improvement initiatives with data validation and measurement.
• Ensure reporting aligns with enterprise standards and governance.

Skills

Service Desk analytics & insights

Customer experience measurement

Root cause & trend analysis

Self-service & automation optimization

Data-driven decision making

Cross-organizational collaboration

Continuous improvement enablement

Education

Bachelor’s degree in Information Technology, Data Analytics, Business, or related field

Job description

Campbell’s seeks a Lead Analyst in Service Desk to deliver analytics, performance insights, and actionable recommendations across incidents, requests, and self-service. You will partner with IT teams to drive automation and enhance user experience through data-driven decisions.

The role involves creating dashboards, executive reporting, and supporting continuous improvement initiatives while aligning with enterprise standards.