Service Desk Lead - IT Support & Incident Mgmt

Boston Beer; 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 perks

Professional development & training

Free beer!

Job summary

The Boston Beer Company is seeking a Full-Time Service Desk Analyst II, Brewery in Breinigsville, PA to lead daily service desk operations and guide other analysts. You will manage major incidents, collaborate with IT teams, and drive performance improvements while ensuring high-quality end-user support.

You will troubleshoot complex IT issues for on-site and remote users, contribute to knowledge base updates, and participate in after-hours on-call duties.

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 and industry standards.
• Experience working in corporate/manufacturing environments.

Responsibilities

• Lead daily operations of the service desk and oversee processes and procedures.
• Provide expert guidance to other service desk analysts and assist with escalations.
• Act as incident and problem-management lead for major service incidents with coordination and AAR processes.
• Collaborate with IT teams to ensure seamless service transition and support.
• Monitor service desk KPIs and lead continuous improvement initiatives.
• Deliver training and coaching to service desk staff.
• Lead small to mid-size projects delivering end-user computing services and integrations.
• Deploy self-service capabilities and workflow automations.

Skills

Helpdesk leadership

Customer service

Remote and on-site support

Microsoft 365 proficiency

Troubleshooting networks/ PCs

Education

Bachelor's degree or equivalent in CS/IT

Tools

Intune

SOTI

SCCM

Power Automate

PowerShell

Python

Job description

The Boston Beer Company is seeking a Full-Time Service Desk Analyst II, Brewery in Breinigsville, PA to lead daily service desk operations and guide other analysts. You will manage major incidents, collaborate with IT teams, and drive performance improvements while ensuring high-quality end-user support.

You will troubleshoot complex IT issues for on-site and remote users, contribute to knowledge base updates, and participate in after-hours on-call duties.