Lead Help Desk Analyst - Judge Group

Lead Service Desk Analyst

Location: St. Louis, MO (Onsite work required)

Responsibilities:

• Oversee all processes related to Service Desk operations.
• Monitor the work of Service Desk staff and share updates and concerns with the Service Desk Manager.
• Provide ongoing training in technology, procedures, and service quality standards to Service Desk Technicians.
• Create and maintain detailed Help Desk documentation (KBAs).
• Identify opportunities for automation and assist in developing automation systems.
• Participate in research, planning, scoping, implementation, and ongoing support for projects.
• Maintain an inventory of hardware, software, and support assets.
• Provide tier 1, tier 2, and tier 3 IT support.
• Enforce IT standards and educate associates on compliance issues.
• Lead meetings and work sessions to determine status and remove blockers for the team.
• Define M&A requirements, scope, and objectives in collaboration with IT Project Managers.
• Direct M&A project correspondences, including action plans, proposals, memos, and meeting minutes.
• Manage integration, analysis, and assessment of plans and strategies across multiple projects.
• Monitor and follow up on implemented technologies for long-term success.
• Motivate the team to deliver timely ticket resolutions with superior quality.
• Report accurate quality metrics and improvement ideas.
• Advocate for quality in every interaction and adhere to QA best practices.
• Evaluate existing components and systems for integration requirements.
• Stay updated through educational opportunities and regular training.

Preferred Qualifications:

• Associate degree in computer science or related field preferred.
• 3-5 years of experience in a related field preferred.