Lead Analyst, Service Desk

Role Overview

H.I.G. Capital is seeking a Lead Analyst, Service Desk to oversee day-to-day operations of the Service Desk team and provide expert-level technical support across the firm. This role is ideal for a highly experienced IT professional with strong leadership skills.

Role Responsibilities

• Lead and mentor the Service Desk team, including Junior Analysts and IT Interns, fostering technical skill development and professional growth.
• Serve as the primary escalation point for complex Tier 2-3 incidents across hardware, software, mobile devices, enterprise applications, and network systems.
• Oversee day-to-day operations of the Service Desk, ensuring timely incident resolution and adherence to service level agreements (SLAs).
• Collaborate with IT management to develop, implement, and improve IT support processes and procedures.
• Provide strategic input on IT initiatives, system upgrades, and new technology deployments to enhance productivity and security.
• Maintain and manage IT assets, including imaging, configuration, and lifecycle management, ensuring accuracy of inventory and compliance with policies.
• Monitor enterprise IT systems, including endpoint security solutions, network devices, and alerting/monitoring tools, proactively addressing potential issues.
• Work closely with internal teams and business stakeholders to provide enhanced support for key leaders and high-priority initiatives.
• Document and maintain knowledge base articles, service desk procedures, and escalation protocols to ensure knowledge continuity.
• Participate in vendor management, liaising with external support organizations as necessary for complex technical issues.

Requirements & Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field, or a high school diploma with equivalent work experience.
• 5+ years of hands-on Service Desk or IT support experience in enterprise environments, including leadership or supervisory experience.
• Expert-level knowledge of Microsoft Windows 10/11, Office 365/Microsoft 365, SCCM, Intune, and enterprise desktop support.
• Strong expertise in Windows Server OS, VMware, networking, Cisco/Fortinet devices, firewalls, and endpoint security solutions.
• Experience with monitoring and alerting tools such as PRTG, LogicMonitor, or similar.
• Proven ability to lead, mentor, and develop IT teams, balancing hands-on support with leadership responsibilities.
• Exceptional analytical, problem-solving, and communication skills, with ability to convey technical solutions to non-technical stakeholders.
• Strong organizational skills and ability to prioritize multiple competing demands in a fast-paced environment.
• Able to handle confidential information and act with discretion.
• Certifications preferred: CompTIA A+, CompTIA Network+, Azure Fundamentals (AZ-900), and Azure Administrator Associate (AZ-104).
• Physical ability to lift, carry, push, or pull up to 25 lbs.