Service Desk Analyst Sr.

City of Gainesville•Gainesville, FL

1d•Onsite

About The Position

This is a senior-level technical and operational position within the Service Desk responsible for providing Tier 3 escalation support, technical leadership, and day-to-day operational continuity. The Senior Service Desk Analyst serves as the highest technical authority within the Service Desk and acts as the operational lead when the Service Desk Manager is unavailable. The role oversees advanced endpoint management, mobile device platforms, automation initiatives, and lifecycle operations while ensuring service stability, performance, and adherence to ITIL-aligned processes. The Senior Service Desk Analyst provides leadership guidance to Service Desk staff, coordinates complex incidents and cross-functional issues, and drives continuous improvement initiatives that enhance service quality, efficiency, and reliability. This position operates with a high degree of autonomy within established policies, procedures, and management direction, exercising independent judgment to support Service Desk operations, escalations, and technical leadership.

Requirements

A bachelor’s degree in Information Technology, Computer Science, or a related field is preferred; an associate degree with equivalent experience may be considered.
Minimum of seven (7) to nine (9) years of progressively responsible technical experience supporting endpoint environments, enterprise systems, or service desk operations.
At least three (3) years in advanced technical or lead roles involving endpoint management, automation, mobile device management platforms, or operational leadership.
Demonstrated experience leading complex technical initiatives, mentoring technical staff, and coordinating cross-functional technical efforts.
Must possess a valid State of Florida Driver’s License with an acceptable driving record.
CompTIA A+ certification is required or must be obtained within one (1) year of employment.
CompTIA Network+ and Security+ certifications must be obtained within one (1) year per certification if not held at the time of hire.
Candidates possessing higher-level or comparable certifications, relevant coursework, or demonstrated experience (e.g., Microsoft, endpoint management, security, or other related areas) may be considered in lieu of any certification listed above; however, any required foundational certification(s) not held at the time of hire must be obtained within one (1) year per certification.
Expert knowledge of endpoint technologies, operating systems, enterprise applications, and mobile device management platforms.
Advanced understanding of ITIL processes, including incident, problem, change, and continual service improvement.
Strong leadership and decision-making abilities within a technical operational environment.
Ability to direct operational priorities, manage escalations, and maintain service continuity.
Advanced troubleshooting, analytical, and root cause analysis skills.
Ability to mentor, coach, and develop technical staff.
Ability to develop and enforce technical standards, documentation practices, and operational procedures.
Strong communication skills for coordinating with leadership, technical teams, vendors, and business stakeholders.
Ability to manage competing priorities in a fast-paced, high-availability environment.

Nice To Haves

A bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
Additional certifications related to Microsoft technologies, endpoint management, or IT service management are preferred.

Responsibilities

Serves as the primary technical escalation authority for complex endpoint, operating system, application, and enterprise device issues.
Acts as the operational lead for the Service Desk during periods when the Service Desk Manager is unavailable, ensuring continuity of operations, workload prioritization, and service level performance.
Oversees daily queue health, escalation flow, incident prioritization, and workload balancing to ensure SLA targets and operational objectives are met.
Leads advanced troubleshooting efforts, root cause analysis, and long-term remediation planning for recurring or high-impact issues.
Oversees the administration and operational health of mobile device management platforms, including Microsoft Intune, Apple Business Manager, and Samsung Knox.
Leads automation, scripting, and configuration management initiatives to improve efficiency, consistency, and service quality.
Governs endpoint configuration standards, software packaging practices, and deployment processes within the Service Desk.
Oversees device lifecycle management activities, including asset tracking, procurement coordination, configuration standards, patching, replacement cycles, and decommissioning.
Leads complex Service Desk projects such as major endpoint deployments, platform enhancements, automation rollouts, and operational maturity initiatives.
Coordinates major incidents and cross-functional technical issues with Infrastructure, Information Security, Application, and vendor teams.
Reviews technical metrics, device compliance data, ticket trends, and performance indicators to drive operational improvements and risk reduction.
Establishes and maintains technical documentation standards, SOP governance, and knowledge management quality within the Service Desk.
Provides technical leadership, mentoring, and coaching to Service Desk Analysts and Specialists.
Supports audit readiness, compliance activities, and asset verification efforts related to endpoint and Service Desk operations.
Provides on-site and remote support as required.
Participates in on-call rotation and supports after-hours operational response as needed.
Assists in evaluating emerging technologies and recommending enhancements aligned with operational goals.
Supports strategic planning initiatives related to Service Desk tooling, automation, and endpoint lifecycle improvements.
Represents the Service Desk in cross-department technical discussions as assigned.
Performs other related duties as assigned.