Senior Systems Analyst - Managed Service Provider Lead

ConEdison•New York, NY

1d•$105,000 - $135,000•Onsite

About The Position

The Senior Systems Analyst, Managed Service Provider (MSP) Lead oversees day-to-day End User Computing Services operations delivered by a managed service provider, ensuring consistent, high-quality onsite IT support. The role manages service performance, resolves escalations, and partners with internal teams and vendor resources to maintain reliable end-user support. It also supports process improvements and technology rollouts, and conducts routine field visits across company locations to validate service quality and operational effectiveness. Field visits are primarily based in the Northern Region, including company sites in the Bronx, Westchester, and Orange and Rockland County (O&R). The position requires a driver's license and travel within the company service territory as needed. The selected candidate will be assigned a System Emergency Assignment and may be expected to work non-business hours during emergencies, including nights, weekends, and holidays. This position does not provide employment pursuant to the terms of a STEM OPT Training Plan.

Requirements

High school diploma/GED and at least 5 years of full-time relevant work experience; or an associate degree and at least 4 years; or a bachelor's degree and at least 3 years; or a master's degree and at least 2 years.
Experience in IT support, end-user computing, desktop support, customer service, or End User Computing Services environments.
Strong analytical, problem-solving, and incident management skills.
Excellent written and verbal communication skills, including the ability to communicate effectively with technical and business users.
Ability to lead, influence, and motivate internal staff and vendor teams.
Ability to interpret performance metrics, identify trends, and drive accountability with an MSP or service vendor.
Ability to build strong customer relationships and demonstrated customer service skills.
Ability to drive multiple projects to successful completion.
Well organized, detail oriented, and flexible in handling multiple assignments.
Ability to develop and deliver effective presentations.
Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint.
Effective leadership skills.
Valid driver's license required.
Ability to push, pull, and lift up to 40 pounds.
Ability to sit or stand while using a keyboard, mouse, and computer for the duration of the workday.
Manual dexterity and ability to use hands for the duration of the workday.
Ability to wear necessary Personal Protective Equipment (PPE).

Nice To Haves

Bachelor's degree in Computer Science, Management Information Systems, Engineering, Business/Finance, or a related field, and at least 3 years of full-time relevant experience in an IT, customer, desktop, or presentation support environment.
Supervisory, team-lead, or operational oversight experience in a service delivery or managed service provider environment.
Experience coordinating or overseeing vendor-delivered support services.
Understanding of ITIL practices such as Incident, Request, Problem, and Change Management.
Strong technical understanding of end-user devices, operating systems, mobile technologies, conferencing equipment, and standard enterprise tools.
Experience managing service workflows in ITSM platforms such as ServiceNow.

Responsibilities

Provide day-to-day leadership and oversight of the MSP End User Computing Services team delivering onsite IT support across 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 End User Computing Services activities and ensure alignment with SLAs, performance metrics, and operational expectations.
Monitor daily operations, including ticket queues, dispatch activity, onsite coverage, and service delivery performance.
Regularly audit ServiceNow tickets for accuracy, proper resolution, and compliance with processes and SLAs.
Coordinate incident response and escalations, ensuring timely action, clear communication, and appropriate use of MSP resources.
Enforce 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 five boroughs, Westchester, and Orange and Rockland counties to validate service quality, MSP presence, and safety practices, and drive continuous improvement.
Work non-business hours during emergencies, which may include nights, weekends, and holidays.
Travel within the company service territory as needed.