Technology Solution Center Analyst Lead

What you'll do

• Act as an escalation point for complex technical issues to ensure timely and accurate resolution.
• Provide multi-channel technical support to users via phone, ticketing systems, and chat.
• Create, document, track, and resolve incidents using ITSM platforms like ServiceNow.
• Diagnose and resolve hardware, software, network, and access-related issues across various systems.
• Provide guidance, coaching, and technical support to junior analysts.
• Identify incident trends to recommend process improvements, knowledge base enhancements, and automation opportunities.
• Perform data analysis and trend analysis to support overall performance of the Technology Solution Center.
• Create functional requirements for IT systems to improve operational effectiveness and efficiency.

What we're looking for

• Proven Service Desk or IT Support experience in a professional environment.
• Strong experience handling phone-based technical support.
• Solid IT background including hardware, software, and networking fundamentals.
• Demonstrated ability to manage high-volume support and complex technical escalations.
• Excellent troubleshooting, communication, and customer service skills.
• Familiarity with ticketing systems (ServiceNow preferred).
• Associates degree or equivalent combination of education, certifications, and experience.
• Typically requires 4+ years of related business or functional experience.