Senior Service Desk Analyst

Senior Service Desk Analyst / Service Desk LeadLocation: Remote (Offshore) Department: Information TechnologyWorking Hours: Requires alignment with U.S. Central Time business hours Reports To: Director of ITRole SummaryThe Senior Service Desk Analyst / Service Desk Lead is responsible for helping lead day-to-day service desk operations and ensuring the support desk functions effectively as the single front door for IT. This is a working lead role responsible for queue health, triage quality, ticket discipline, escalation effectiveness, end-user communication standards, and overall support consistency.In addition to handling more complex first-line support issues, this role will help reinforce service management processes, improve documentation, identify recurring problems, and serve as a coordination point between the service desk and broader IT teams including infrastructure, cybersecurity, enterprise platforms, and vendors.This is a remote offshore role and requires working hours aligned to U.S. Central Time as part of a staggered coverage model supporting the business day.Key ResponsibilitiesProvide day-to-day operational leadership for the service desk queue, ensuring incidents and requests are properly triaged, prioritized, assigned, updated, and progressedAct as the primary escalation point for more complex Tier 1 issues and selected light Tier 2 issues within the support desk scopeReview ticket quality and routing to ensure support work is directed appropriately across infrastructure, cybersecurity, enterprise platforms, and vendor-supported systemsHelp enforce SLA discipline, response expectations, communication standards, and ticket hygiene across the support deskCoach and support service desk analysts on troubleshooting, ticket handling, user communication, and process adherenceResolve advanced user support issues involving Microsoft 365, access management, devices, standard business applications, and common SaaS platformsSupport onboarding, offboarding, access changes, and other operational support activities requiring greater judgment or coordinationIdentify recurring issues, root-cause patterns, support bottlenecks, and documentation gaps, and recommend improvementsContribute to and maintain knowledge base content, support procedures, and service desk operating standardsCoordinate with vendors and internal IT teams to ensure smooth handoff, follow-up, and resolution of escalated issuesProduce simple operational insights on backlog, aging, trends, repeat incidents, or support quality as neededHelp reinforce the TOM by maintaining a disciplined single front door and reducing noise reaching specialized teamsQualifications5+ years of experience in IT support or service desk environments, including time spent in a senior analyst, lead analyst, or queue lead capacityExperience operating in a structured ITSM environment with defined triage, escalation, SLA, and ticket management processesStrong written and verbal English communication skills, including the ability to support professional and executive usersExperience supporting U.S.-based organizations or distributed business operations preferredDemonstrated ability to manage competing priorities and maintain support quality in a high-volume environmentStrong judgment in distinguishing issues that should be resolved at the service desk from those that should be escalatedAbility to work scheduled hours aligned to U.S. Central TimePreferred SkillsStrong experience with Microsoft 365, user access support, endpoint troubleshooting, MFA, VPN, and standard enterprise application supportExperience using Freshservice, ServiceNow, Jira Service Management, or similar ITSM platformsFamiliarity with ITIL-aligned support practicesExperience with queue management, ticket audits, or shift lead responsibilitiesKnowledge base ownership or strong documentation experienceExposure to vendor coordination and support across multi-system enterprise environmentsExperience identifying trends and driving continuous improvement within support operationsOriginally posted on Himalayas