Service Desk Lead - IT Ops & Incident Management

American Craft Brewery, LLC; Breinigsville (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 discoUun

Professional development & training

Free beer!

Job summary

The Boston Beer Company in Breinigsville, PA is seeking a Full-Time Service Desk Analyst II, Brewery to lead daily service desk operations and guide a team of analysts. You will manage major incidents, collaborate with IT teams, and drive continuous improvement across end-user computing services.

With 4+ years in a helpdesk or lead role, you will leverage Intune/SCCM/SOTI, automation (PowerShell/Python), and strong communication to deliver high-quality support in a manufacturing environment.

Qualifications

• 4+ years in helpdesk/service desk, preferably lead role
• Experience with mobile device management tools (Intune/SCCM/SOTI)
• Experience with automation and scripting (PowerShell, Python)
• Knowledge of ITIL standards and practices
• Experience in corporate/manufacturing environments

Responsibilities

• Lead daily service desk operations and oversee processes
• Provide guidance to analysts and manage major incidents
• Coordinate incident/problem management for major outages
• Collaborate with IT teams for service transitions and improvements
• Monitor service desk KPIs and drive continuous improvement
• Deliver training and coaching to staff
• Lead small to mid-size projects delivering end-user computing services
• Deploy self-service capabilities and workflow automations

Skills

ITIL knowledge

Customer service

Remote troubleshooting

Team leadership

Project coordination

Education

Bachelor's Degree or equivalent

Tools

Intune

SOTI

SCCM

PowerShell

Python

Job description

The Boston Beer Company in Breinigsville, PA is seeking a Full-Time Service Desk Analyst II, Brewery to lead daily service desk operations and guide a team of analysts. You will manage major incidents, collaborate with IT teams, and drive continuous improvement across end-user computing services.

With 4+ years in a helpdesk or lead role, you will leverage Intune/SCCM/SOTI, automation (PowerShell/Python), and strong communication to deliver high-quality support in a manufacturing environment.