Full Job Description
How you will make history here..
The Lead Analyst, Service Desk is responsible for providing insights, analytics, and operational intelligence that enable continuous improvement of the Service Desk and overall IT customer experience. This role focuses on analyzing service performance, identifying trends and root causes, and informing strategy to improve self-service, reduce friction, and enhance user satisfaction across all IT engagement channels.
This role reports to the Sr Manager, Experience Platforms and collaborates with the entirety of the Technology Infrastructure organization and the broader IT organization to translate data into actionable improvements and drive a more proactive, automated, and experience-driven Service Desk operation.
Key Responsibilities
• Own Service Desk reporting, analytics, and performance insights across incidents, requests, self-service, and experience metrics.
• Analyze Service Desk data to identify trends, root causes, recurring issues, and opportunities to reduce contact volume.
• Translate data and insights into actionable recommendations that improve Service Desk operations, user experience, and self-service effectiveness.
• Support Service Desk and experience strategy by informing roadmap prioritization, automation opportunities, and customer experience improvements.
• Develop and maintain dashboards, scorecards, and executive-level reporting to track Service Desk health, experience outcomes, and operational performance.
• Partner with Experience Platforms, Enterprise Support, Digital Platforms, and Automation teams to evaluate and improve workflows, knowledge management, virtual support, and automation effectiveness.
• Collaborate across Technology Infrastructure and broader IT teams to surface systemic issues and drive proactive resolution.
• Monitor SLA performance, first-contact resolution, escalation trends, and user satisfaction to proactively identify risks and improvement areas.
• Support continuous improvement initiatives by validating impact through data analysis and measurement.
• Ensure Service Desk reporting and analytics align with enterprise standards, governance, and tooling.
What you bring to the table...(Must Have)
• Bachelor's degree in Information Technology, Data Analytics, Business, or related field (or equivalent experience).
• 2+ years of experience in IT service management, Service Desk operations, or IT analytics roles.
• Strong experience analyzing IT support data and translating insights into operational and experience improvements.
• Familiarity with Service Desk platforms, reporting tools, and self-service metrics.
• Ability to communicate insights clearly to technical and non-technical stakeholders.
• Strong analytical and problem-solving skills.
Nice to have...(Preferred Qualifications)
• Experience supporting Service Desk transformation, automation, or self-service improvement initiatives.
• Experience building dashboards and reporting for IT leadership or executive audiences.
• Familiarity with customer experience metrics, journey analysis, and experience design concepts.
• Experience operating within large, enterprise IT environments.
Key Skills
• Service Desk analytics & insights
• Customer experience measurement
• Root cause & trend analysis
• Self-service & automation optimization
• Data-driven decision making
• Cross-organizational collaboration
• Continuous improvement enablement
Compensation and Benefits:
The target base salary range for this full-time, salaried position is between
$71,500-$98,300
Individual base pay depends on work location and additional factors such as experience, job-related skills, and relevant education or training. Total pay may include other forms of compensation. In addition, we offer competitive health, dental, 401k and wellness benefits beginning on the first day of employment. Please ask your Talent Acquisition Partner for more information about our total rewards package.
