Service Desk Analytics Lead

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

Job summary

Campbell Soup Company is seeking a Lead Analyst, Service Desk to provide insights, analytics, and operational intelligence to enable continuous improvement of the Service Desk and overall IT customer experience.

This role focuses on analyzing service performance, identifying trends and root causes, and informing strategy to improve self-service, reduce friction, and enhance user satisfaction across all IT engagement channels.

Qualifications

• Bachelor’s degree or equivalent experience in IT, analytics, or related field.
• 2+ years in IT service management, Service Desk operations, or IT analytics.
• Experience analyzing IT support data and translating insights into improvements.
• Familiarity with Service Desk platforms and reporting metrics.
• Ability to communicate insights clearly 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.
• Analyze Service Desk data to identify trends, root causes, recurring issues, and opportunities to reduce contact volume.
• Translate data and insights into actionable recommendations that improve Service Desk operations, user experience, and self-service effectiveness.
• Support Service Desk and experience strategy by informing roadmap prioritization, automation opportunities, and customer experience improvements.
• Develop and maintain dashboards, scorecards, and executive-level reporting to track Service Desk health, experience outcomes, and operational performance.
• Partner with Experience Platforms, Enterprise Support, Digital Platforms, and Automation teams to evaluate and improve workflows, knowledge management, virtual support, and automation effectiveness.
• Collaborate across Technology Infrastructure and broader IT teams to surface systemic issues and drive proactive resolution.
• Monitor SLA performance, first-contact resolution, escalation trends, and user satisfaction to proactively identify risks and improvement areas.
• Support continuous improvement initiatives by validating impact through data analysis and measurement.
• Ensure Service Desk reporting and analytics align with enterprise standards, governance, and tooling.

Skills

Service Desk analytics

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 (or equivalent experience)

Tools

Service Desk platforms

Reporting tools

Job description

Campbell Soup Company is seeking a Lead Analyst, Service Desk to provide insights, analytics, and operational intelligence to enable continuous improvement of the Service Desk and overall IT customer experience.

This role focuses on analyzing service performance, identifying trends and root causes, and informing strategy to improve self-service, reduce friction, and enhance user satisfaction across all IT engagement channels.