High School Diploma/GED with 5 years relevant experience, or Associate's Degree with 4 years, or Bachelor's Degree with 3 years, or Master's Degree with 2 years of relevant experience.
Experience in IT support, end-user computing, or desktop support environments.
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills for diverse audiences.
Ability to lead and motivate internal and vendor teams.
Responsibilities
Lead daily operations of the MSP End User Computing Services team for onsite IT support.
Ensure high-quality end user support, including troubleshooting and hardware replacement.
Act as the primary contact for End User Computing Services, aligning with SLAs and performance metrics.
Monitor operations, including ticket queues and service delivery performance.
Audit ServiceNow tickets for accuracy and compliance with processes.
Coordinate incident responses and escalations with clear communication.
Partner with SMEs and operational leaders to resolve complex issues and drive improvements.
Benefits
Opportunity for professional growth and development.
Engagement in process improvements and technology rollouts.
Field visits to various company locations for service quality validation.
Dynamic work environment with a focus on customer service excellence.
Full Job Description
Job Description
The Senior Systems Analyst, Managed Service Provider (MSP) Lead, oversees daytoday End User Computing Services operations delivered by a managed service provider, ensuring consistent, highquality onsite IT support. This role manages service performance, resolves escalations, and partners with internal teams and vendor resources to maintain reliable enduser support. The position also supports process improvements, 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, which includes company sites in Bronx, Westchester, and Orange and Rockland County (O&R).
This position does not provide employment pursuant to the terms of a STEM OPT Training Plan.
Responsibilities
Core Responsibilities
Provide day to day leadership and oversight of the MSP End User Computing Services team delivering onsite IT support across all 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 all End User Computing Services activities, ensuring alignment with SLAs, performance metrics, and operational expectations
Monitor daily operations, including ticket queues, dispatch activity, onsite coverage, and overall service delivery performance
Audit ServiceNow tickets regularly to ensure accuracy, proper resolution, and compliance with processes and SLAs
Coordinate incident response and escalations, ensuring timely action, clear communication, and proper use of MSP resources
Enforce adherence to 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 5 boroughs, Westchester, and Orange & Rockland counties to validate service quality, MSP presence, safety practices, and drive continuous improvement
Qualifications
Required Education/Experience
High School Diploma/GED and a minimum of 5 years full-time relevant work experience or
Associate's Degree and a minimum of 4 years full-time relevant work experience or
Bachelor's Degree and a minimum of 3 years full-time relevant work experience or
Master's Degree and a minimum of 2 years full-time relevant work experience
Preferred Education/Experience
Bachelor's Degree in Computer Science, Management Information System, Engineering, Business/Finance or related field and a minimum of 3 years full-time relevant work experience working in an Information Technology, customer, desktop, or presentation support environment
Relevant Work Experience
Experience in IT support, end-user computing, desktop support, customer service, or End User Computing Services environments, required
Strong analytical, problem-solving, and incident management skills, required
Excellent written and verbal communication skills, including the ability to communicate effectively with both technical and business users, required
Ability to lead, influence, and motivate both internal staff and vendor teams, required
Ability to interpret performance metrics, identify trends, and drive accountability with an MSP or service vendor, required
Supervisory, team-lead, or operational oversight experience within a service delivery or managed service provider environment, preferred
Experience coordinating or overseeing vendor delivered support services, preferred
Understanding of ITIL practices such as Incident, Request, Problem, and Change Management, preferred
Strong technical understanding of end-user devices, operating systems, mobile technologies, conferencing equipment, and standard enterprise tools, preferred
Experience managing service workflows in ITSM platforms (ServiceNow), preferred
Skills and Abilities
Ability to build strong customer relationships
Demonstrated customer service skills
Ability to drive multiple projects to successful completion
Well organized, detail oriented and flexible to handle multiple assignments
Develops and delivers effective presentations
Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.
Effective leadership skills
Licenses and Certifications
Driver's License Required
Physical Demands
Ability to push, pull, and lift up to 40 pounds
Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
Possess manual dexterity and the ability to use hands for the duration of the workday
Additional Physical Demands
The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
Wear necessary Personal Protective Equipment (PPE)
Ability to travel within Company service territory, as needed
