Technology Solution Center Analyst Lead

What you'll do

• Act as an escalation point for complex technical issues to ensure timely resolution and minimal business impact.
• Provide multi-channel technical support via phone, ticketing systems, and chat platforms.
• Create, document, track, and resolve incidents using ServiceNow or similar ITSM tools.
• Diagnose and resolve hardware, software, network, and access-related issues across various systems.
• Provide guidance, coaching, and support to junior analysts as needed.
• Identify incident trends to recommend process improvements, knowledge base enhancements, and automation opportunities.
• Perform business process analysis including research, data analysis, and the development of performance reports.
• Participate in creating functional requirements for IT systems to improve operational efficiency.

What we're looking for

• Proven Service Desk or IT Support experience in a professional environment.
• Experience providing phone-based technical support.
• Solid IT background including hardware, software, and networking fundamentals.
• Ability to manage high-volume support and resolve complex technical issues as an escalation point.
• Strong troubleshooting, communication, and customer service skills.
• Familiarity with ticketing systems (ServiceNow preferred).
• An Associate degree or a comparable combination of education, certifications, and experience is required.
• 4+ years of related business or functional experience are typically required.