Service Desk Lead: Incident Response & ITIL Expert

Socket.dev; 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

Professional development & training

Free beer!

Job summary

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 coordinates major incidents while collaborating with IT teams to deliver end-user computing services with a consumer-inspired experience.

The position emphasizes incident management, asset tracking, and continuous improvement, with a focus on excellent customer service and knowledge base maintenance.

Qualifications

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

Responsibilities

• Lead daily operations of the service desk and guide other analysts.
• Escalate and manage major incidents with coordination across IT teams.
• Monitor service desk KPIs and drive continuous improvement.
• Collaborate with IT teams to ensure smooth service transition and support.
• Respond to IT service requests and incidents with timely resolution.
• Maintain asset inventory and update hardware records.

Skills

Lead helpdesk

Intune/SOTI/SCCM

Automation scripting

ITIL knowledge

Corporate/manufacturing experience

Education

Bachelor's degree or equivalent

Tools

Power Automate

PowerShell

Python

Microsoft 365

SAP

Job description

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 coordinates major incidents while collaborating with IT teams to deliver end-user computing services with a consumer-inspired experience.

The position emphasizes incident management, asset tracking, and continuous improvement, with a focus on excellent customer service and knowledge base maintenance.