Bachelor's degree in Computer Science, Information Systems, or related field; or equivalent work experience.
5+ years of Service Desk or IT support experience in enterprise environments with leadership experience.
Expert-level knowledge of Microsoft Windows 10/11, Office 365/Microsoft 365, SCCM, and Intune.
Strong expertise in Windows Server OS, VMware, networking, and Cisco/Fortinet devices.
Experience with monitoring and alerting tools like PRTG or LogicMonitor.
Ability to lead and mentor IT teams while balancing hands-on support and leadership.
Exceptional analytical, problem-solving, and communication skills.
Responsibilities
Lead and mentor the Service Desk team, fostering skill development and growth.
Act as the primary escalation point for complex Tier 2-3 incidents.
Oversee daily Service Desk operations to ensure timely incident resolution and SLA compliance.
Collaborate with IT management to enhance support processes and procedures.
Provide strategic insight on IT initiatives and new technology deployments.
Manage IT assets, including imaging and lifecycle management.
Monitor enterprise IT systems and proactively address potential issues.
Benefits
Onsite work across Coral Gables and Miami/Brickell with annual rotations.
Opportunity to develop leadership skills in mentoring a team.
Hands-on role allowing for involvement in complex technical solutions.
Participation in strategic decision-making on IT initiatives.
Full Job Description
Role Overview:
H.I.G. Capital is seeking a Lead Analyst, Service Desk, to oversee day-to-day operations of the Service Desk team and provide expert-level technical support across the firm. This role is ideal for a highly experienced IT professional with strong leadership skills, capable of managing complex issues, driving process improvements, and mentoring a team of analysts. This is a 100% onsite role, requiring an annual rotation between our Coral Gables, Florida and Miami/Brickell, Florida offices.
The Lead Analyst will act as the primary escalation point for complex technical issues, supports IT management in driving service improvements, and mentors Service Desk analysts to elevate technical capability and service quality. This is a hands-on role requiring deep technical expertise, strong communication skills, and the ability to lead through influence rather than direct management authority.
Role Responsibilities:
Lead and mentor the Service Desk team, including Junior Analysts and IT Interns, fostering technical skill development and professional growth.
Serve as the primary escalation point for complex Tier 2-3 incidents across hardware, software, mobile devices, enterprise applications, and network systems.
Oversee day-to-day operations of the Service Desk, ensuring timely incident resolution and adherence to service level agreements (SLAs).
Collaborate with IT management to develop, implement, and improve IT support processes and procedures.
Provide strategic input on IT initiatives, system upgrades, and new technology deployments to enhance productivity and security.
Maintain and manage IT assets, including imaging, configuration, and lifecycle management, ensuring accuracy of inventory and compliance with policies.
Monitor enterprise IT systems, including endpoint security solutions, network devices, and alerting/monitoring tools, proactively addressing potential issues.
Work closely with internal teams and business stakeholders to provide enhanced support for key leaders and high-priority initiatives.
Document and maintain knowledge base articles, service desk procedures, and escalation protocols to ensure knowledge continuity.
Participate in vendor management, liaising with external support organizations as necessary for complex technical issues.
Requirements & Qualifications:
Bachelor's degree in Computer Science, Information Systems, or related field: or a high school diploma with equivalent work experience.
5+ years of hands-on Service Desk or IT support experience in enterprise environments, including leadership or supervisory experience.
Expert-level knowledge of Microsoft Windows 10/11, Office 365/Microsoft 365, SCCM, Intune, and enterprise desktop support.
Strong expertise in Windows Server OS, VMware, networking, Cisco/Fortinet devices, firewalls, and endpoint security solutions.
Experience with monitoring and alerting tools such as PRTG, LogicMonitor, or similar.
Proven ability to lead, mentor, and develop IT teams, balancing hands-on support with leadership responsibilities.
Exceptional analytical, problem-solving, and communication skills, with ability to convey technical solutions to non-technical stakeholders.
Strong organizational skills and ability to prioritize multiple competing demands in a fast-paced environment.
Ability to handle confidential information and act with discretion.
