Lead Service Desk Analyst
Description
Brinks Home™ is a leader in the smart security industry, protecting over one million people across the U.S., Canada, and Puerto Rico. Our platinum-grade protection is backed by award-winning customer service and expertly trained professionals.
We strive for the highest standards for our customers while fostering a positive work environment for our employees. We create a culture that fosters innovation, celebrates creativity, and encourages authenticity. Join us and be part of a collaborative team that is relentless in our pursuit of security for life.
Position Overview:
We are currently seeking determined and dynamic Lead Service Desk Analyst join our Brinks Home Family.
Lead Service Desk Analyst who exemplifies our core values: Service, Accountability, Customer Focus, Growth, and Integrity. This role is ideal for a seasoned IT professional with strong technical acumen, leadership qualities, and a passion for delivering exceptional support.
Key Responsibilities:
- Lead daily IT support operations, ensuring timely resolution of technical issues and maintaining high service standards.
- Manage and monitor chat and ticket queues, including platforms like QUIQ or similar, and ensure escalations are handled efficiently.
- Provide intermediate to advanced PC support, including Windows 10/11, MS Office Suite, printers, and print servers.
- Utilize and manage JIRA Service Desk, Confluence, and other Atlassian tools to track issues, document solutions, and enhance team collaboration.
- Communicate clearly and professionally with all levels of staff, including C-level executives, ensuring transparency and responsiveness.
- Demonstrate working knowledge of Intune for device management and support.
- Apply a deep understanding of ITIL/ITSM frameworks to drive process improvements and ensure alignment with best practices.
- Stand in for the manager during absences, providing leadership and continuity in operations.
- Motivate and mentor Level 1 and Level 2 analysts, assisting with training, escalations, and knowledge sharing.
- Create and maintain knowledge base articles, and lead self-help training sessions for internal customers.
- Ensure accurate documentation of incidents, resolutions, and procedures in the call tracking system.
- Collaborate with vendors and internal teams to resolve complex technical issues.
- Support both local and remote users with hardware/software installations, configurations, and troubleshooting.
Qualifications:
- 3–5 years of experience in IT support or service desk roles, with proven leadership or mentoring experience.
- Strong troubleshooting skills across hardware, software, network, and printing environments.
- Intermediate to advanced experience with:
- Windows 10/11
- JIRA Service Desk & Confluence
- QUIQ or similar chat platforms
- Intune
- MS Office Suite
- Printers and print servers
- Solid understanding of ITIL/ITSM principles and their application in a service desk environment.
- Excellent verbal and written communication skills, with the ability to engage effectively with executive leadership.
- Ability to lead by example, manage workload, and drive team performance toward departmental goals.
- Experience creating and delivering training content and knowledge-sharing sessions.
- Preferred: Technical certification or one-year certificate from a college or technical school, or equivalent experience.
Benefits:
- Brinks Home recognizes the value of benefits for you and your family, so we offer a comprehensive and competitive benefits program:
- Medical, Dental, Vision, 401(k) with Employer Match, Paid Time Off & Paid Holidays, HSA/FSA, Life & AD&D Insurance, Disability Coverage, Maternity/Parental Leave, Mental & Physical Health Benefits, Employee Resource Groups, Volunteer Hours, Discounted Equipment & Monitoring, and Employee Referral Program
- To learn more about our company culture and career opportunities, please visit our LinkedIn and Career Page.
Brinks Home provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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