Lead Service Desk Analyst

🕒 September 26

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🧐 Analyst

👻 Ghost score 17%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 46 days.
• Jobs at this company usually fill in 28 days.
• No salary listed.

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Velocity, A Managed Solutions Company

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2005

☁️ SaaS

📡 Telecommunications

🤝 B2B

SaaS • Telecommunications • B2B

Velocity, A Managed Solutions Company is a U. S. -based managed technology and services provider that builds and operates IT, network, voice and media solutions for multi-location businesses—especially hospitality and retail. Velocity offers managed network & data solutions, VoIP and SIP-based voice platforms, Wi‑Fi, Free‑to‑Guest TV, Starlink integration, a global advertising/media network, on-site technician and repair depot services, 24/7 call center support, and software platforms (V-CLOUD™, V-SELECT® portal, GEM expense management and other SaaS offerings). Founded in 2005 and headquartered in Holland/Toledo, OH, Velocity emphasizes centralized operations, large-scale field technician coverage (5,500+), device and network management (3M devices, 42K network connections), and fully redundant data centers to support enterprise-grade deployments for businesses.

📋 Description

• Serve as a senior technical escalation resource, taking personal ownership of the most complex tickets through to resolution • Act as a working lead for the escalation queue, monitoring queue health and ticket aging and reassigning work to protect service level commitments • Provide day-to-day technical direction to members of the Managed IT Service Desk • Pair on difficult tickets and unblock analysts in real time • Review ticket documentation and resolution quality across the team • Coach analysts toward consistent service delivery standards • Support onboarding and ramp-up of new analysts through tool orientation, shadowing, and guided handling of live tickets • Remediate advanced workstation, server, networking, and managed services issues • Collaborate with Platform Services, NOC, and vendors as needed • Provide consistent and professional status updates to clients and team leads throughout the lifecycle of open tickets • Surface recurring issues and process gaps to Service Desk management • Uphold established escalation, documentation, and security standards

🎯 Requirements

• Strong knowledge of Microsoft 365, server platforms, and Exchange administration • Strong knowledge of Microsoft system management tools including Active Directory, Group Policy, DNS, DFS, and NPS • Strong understanding of networking concepts including VLAN, NAT, DHCP, DNS, and connectivity troubleshooting • Working knowledge of virtualization platforms; VMware experience preferred • Working knowledge of firewall technologies and network security fundamentals • Experience with mobile device management (MDM) solutions • Strong customer service orientation, clear professional communication with clients and vendors, and excellent troubleshooting and documentation skills • Candidates must be legally authorized to work in the United States without current or future employer sponsorship • Associate's or Bachelor's degree preferred, or two (2) years in an advanced technical support role with experience mentoring peers

🏖️ Benefits

• Medical, Dental, Vision • PTO & Paid Holidays • Paid Parental Leave • Paid Sick Time • 401K – with Employer Match • Company provided Life Insurance, Short/Long-Term Disability • Supplemental Benefits Available • Collaborative work environment • Equal opportunities to thrive

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