Service Desk Lead & Incident Coordinator

The Boston Beer Company; 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 discouts

Professional development & training

Free beer!

Talk to recruiter about eligibility

Job summary

The Boston Beer Company is hiring a Full-Time Service Desk Analyst II, Brewery in Breinigsville, PA. The role leads daily service desk operations, guides peers, and manages major incidents while collaborating with IT teams to deliver high-quality, consumer-inspired support and technologies.

Qualifications include 4+ years in helpdesk, experience with Intune/SCCM/SOTI, automation skills, and ITIL knowledge. A Bachelor's degree or equivalent IT-focused experience is preferred.

Qualifications

• 4+ years of helpdesk or service desk experience, preferably in a lead role.
• Experience managing client configuration management and mobile device management tools such as Intune, SOTI, SCCM, etc.
• Experience with automation and scripting such as Power Automate, PowerShell, Python, etc.
• Knowledge of ITIL standards.
• Experience in corporate and/or manufacturing environments.

Responsibilities

• Act as a Service Desk workstream lead, overseeing daily operations and ensuring processes are followed.
• Provide expert guidance and support to other service desk analysts, assisting with complex issues and escalations.
• Act as incident/problem management lead for major service incidents including coordinating resources and communications.
• Collaborate with IT teams to ensure seamless service transitions and support for IT services.
• Monitor service desk performance metrics and drive continuous improvement.
• Conduct training sessions and on-the-job coaching for service desk staff.
• Lead small to mid-size projects delivering new or enhanced end-user computing services and related tech.
• Deploy self-service capabilities and workflow automations to improve productivity.

Skills

Lead service desk

Intune / SOTI / SCCM

Automation & scripting

ITIL knowledge

Corporate/manufacturing experience

Strong communication

Remote problem solving

Prior lead role in helpdesk

Education

Bachelor's degree or equivalent in CS/IT-related discipline

Tools

Intune

SOTI

SCCM

Power Automate

PowerShell

Python

Job description

The Boston Beer Company is hiring a Full-Time Service Desk Analyst II, Brewery in Breinigsville, PA. The role leads daily service desk operations, guides peers, and manages major incidents while collaborating with IT teams to deliver high-quality, consumer-inspired support and technologies.

Qualifications include 4+ years in helpdesk, experience with Intune/SCCM/SOTI, automation skills, and ITIL knowledge. A Bachelor's degree or equivalent IT-focused experience is preferred.