IT Field Support Lead Analyst

Job Description

A large client of Insight Global is hiring for an IT Help Desk Lead Analyst to join their team. This team provides technical support to the company's internal employees -- think Genius Bar style – inside the company's headquarters building. The Lead will be responsible for overseeing daily operations of the IT Help Desk team. This include ensuring timely and effective resolution of technical issues and driving continuous improvement initiatives.

This role combines leadership, technical expertise, and customer service skills to maintain high-quality support for end-users across the organization. You will be customer facing daily with the onsite employees and providing on the spot support as the customers come into the support office.

• Lead, schedule, and coordinate daily work, meetings, and projects for the IT Field Support team.
• Mentor and coach team members to improve technical and customer service skills.
• Maintain high team morale through open communication and professional development.
• Prepare staffing plans and assist with hiring, training and onboarding new team members.

• Act as the primary escalation point for complex technical issues.
• Ensure adherence to IT support policies and procedures.
• Oversee resolution of issues impacting business operations across multiple sites.

• Develop and implement continuous improvement initiatives to enhance service desk capabilities.
• Monitor and report on key performance metrics, including ticket resolution times and customer satisfaction.
• Assist in preparing departmental performance reports and forecasts.

• Work closely with IT Leadership and other departments to align support strategies with business objectives.
• Maintain knowledge of industry trends and emerging technologies to improve support processes.

Compensation: $30-35/hr

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• Minimum 4 years of experience in IT Help Desk or technical support, with at least 2 years in a leadership role.
• Strong knowledge of ITSM tools (e.g., Service Now, Zendesk, BMC Remedy, Dynamics)
• Familiarity with O365 and MAC troubleshooting
• Excellent problem-solving, organizational, and communication skills.
• Ability to manage escalations and sensitive situations effectively.
• Technical proficiency in operating systems, networking, and common enterprise applications.
• Team player mentality – Looking for someone who cares about culture and their peers, someone who is looking to learn and grow, and someone who enjoys working in a team setting.
• Experience working in large enterprise environments.

• Experience with remote and on-site support in enterprise environments.
• Knowledge of ITIL best practices.
• Ability to lead projects and drive process improvements.
• Experience with Microsoft Managed Device issues (MMD error messages, etc.)
• Experience working on a large Lifecycle Management project.