Service Desk Analytics Lead

Campbell's; New Jersey; On-site; USD 72,000 - 98,000; Full time

Benefits offered by this job

Benefits begin on day one (medical,-dm

401(k) with immediate vesting

Unlimited sick time and PTO

On-site fitness center (WHQ)

On-site day care (Bright Horizons)

Company store

Campbell’s Cares matching donations

Job summary

Campbell’s seeks a Lead Analyst, Service Desk to deliver insights, analytics, and operational intelligence that drive IT customer experience improvements. You will analyze service performance, identify trends and root causes, and inform strategy to enhance self-service and user satisfaction across all IT engagement channels.

This role reports to the Sr Manager, Experience Platforms and collaborates with Technology Infrastructure and the broader IT org to translate data into actionable

Qualifications

• Bachelor’s degree or equivalent experience in IT/Analytics.
• 2+ years in IT service management, Service Desk ops, or IT analytics.
• Experience turning IT support data into actionable improvements.
• Familiarity with Service Desk platforms and reporting tools.
• Strong ability to communicate insights to technical and non-technical stakeholders.
• Solid analytical and problem-solving skills.

Responsibilities

• Own Service Desk reporting, analytics, and performance insights across incidents and requests.
• Analyze data to identify trends, root causes, and recurring issues.
• Translate insights into recommendations to improve operations and user experience.
• Support roadmap prioritization, automation opportunities, and CX improvements.
• Develop dashboards, scorecards, and executive reports on Service Desk health.
• Collaborate with Experience Platforms, Digital Platforms, and Automation teams.
• Work with IT teams to surface systemic issues and drive proactive resolution.
• Monitor SLA, first-contact resolution, escalation trends, and CSAT.
• Validate impact of improvements through data and measurement.
• Ensure reporting aligns with enterprise 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

Education

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

Job description

Campbell’s seeks a Lead Analyst, Service Desk to deliver insights, analytics, and operational intelligence that drive IT customer experience improvements. You will analyze service performance, identify trends and root causes, and inform strategy to enhance self-service and user satisfaction across all IT engagement channels.

This role reports to the Sr Manager, Experience Platforms and collaborates with Technology Infrastructure and the broader IT org to translate data into actionable