Lead IT Services & Support Analyst

Job Summary

The Lead IT Services & Support Analyst serves as the senior technical resource and operational leader for the IT Services & Support team, ensuring the delivery of exceptional end-user support while maintaining service excellence across the organization. This role provides leadership in incident management, service delivery, executive support, technology standards, and operational excellence while promoting continuous improvement and knowledge sharing.

Essential Tasks And Responsibilities

• Lead daily service desk operations, including support queues and SLA performance, ensuring timely resolution of incidents and service requests.
• Prioritize and coordinate resources to resolve business-critical issues and major incidents and optimize team workload distribution to maintain operational efficiency.
• Serve as the primary escalation point for complex technical issues, performing advanced troubleshooting and root cause analysis.
• Provide executive (white glove) support, including technology coordination and AV support for meetings, presentations, and special events.
• Collaborate with Business Technology Services (BTS), infrastructure, and cybersecurity teams to resolve cross-functional issues and implement solutions.
• Manage asset inventory and oversee IT purchasing, asset requests, and lifecycle management, ensuring compliance with organizational policies and licensing requirements.
• Maintain accurate knowledge management systems, documentation, and standardized support procedures.
• Track, analyze, and report service desk metrics and trends to drive continuous improvement.
• Lead process improvement initiatives to enhance service delivery, efficiency, and user experience.
• Mentor and coach team members, fostering a collaborative, accountable, and customer-focused culture.
• Assist with operational planning, onboarding, training, and cross-functional knowledge sharing.
• Define and recommend standards for end-user technology, tools, and support processes.
• Analyze asset and service data to optimize costs, improve utilization, and inform technology investment decisions.

Minimum Job Qualifications

• Educational Requirements: Bachelor’s degree in information technology, computer science, business information systems, related fields, or relevant years of experience.
• Minimum Experience: Nine (9) to eleven (11) years of progressive IT support experience in an enterprise environment with two (2) years serving as a senior analyst, lead analyst, team lead, or equivalent leadership role.
• Licenses or other certifications: CompTIA A+, Net+, Sec+, ITIL 4 Foundation, ITIL4 Managing Professional, MS Fundamentals, CHAMP, or CSAM.
• Skills: Windows servers, technical support, IT management and support, systems analysis, asset management, IT service management tools, end-user training.

Competencies

• Interpersonal Communications
• Customer Service
• Problem Solving (Troubleshooting)
• Team Oriented
• Analytical Skills

Work Environment

This position requires minimal travel.

Additional Information

• The expected base salary range for this position is $120,000 – $162,000, with the final offer determined based on factors such as experience, scope of the role, and demonstrated skills and competencies.
• In addition to base pay, CFC offers a comprehensive Total Rewards package, including an annual incentive opportunity, designed to support employees’ well-being and long-term success.
• Benefits include an employer-funded pension plan, 401(k), medical, dental, and vision coverage, and a generous paid leave program.
• Employees also have access to an onsite fitness center and a collaborative, professional work environment.

Additional Links

• Learn more about CFC

Equal Opportunity Employer

CFC is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace.