Senior Systems Analyst - Managed Service Provider Lead

Responsibilities

• Provide day to day leadership and oversight of the MSP End User Computing Services team delivering onsite IT support across all company locations
• Ensure high quality end user support, including device troubleshooting, hardware replacement, and conference room and presentation technology support
• Serve as the primary point of contact for all End User Computing Services activities, ensuring alignment with SLAs, performance metrics, and operational expectations
• Monitor daily operations, including ticket queues, dispatch activity, onsite coverage, and overall service delivery performance
• Audit ServiceNow tickets regularly to ensure accuracy, proper resolution, and compliance with processes and SLAs
• Coordinate incident response and escalations, ensuring timely action, clear communication, and proper use of MSP resources
• Enforce adherence to company change management, operational standards, communication guidelines, and safety policies
• Partner with SMEs, engineering teams, and operational leaders to resolve complex issues, analyze trends, and drive root cause investigations
• Support rollout of new standards, hardware, procedures, and technologies across the End User Computing Services operating model
• Conduct site visits across the NYC 5 boroughs, Westchester, and Orange & Rockland counties to validate service quality, MSP presence, safety practices, and drive continuous improvement

Qualifications

• High School Diploma/GED and a minimum of 5 years full-time relevant work experience
• Associate's Degree and a minimum of 4 years full-time relevant work experience
• Bachelor's Degree and a minimum of 3 years full-time relevant work experience
• Master's Degree and a minimum of 2 years full-time relevant work experience