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Lead Service Desk Analyst
Brinks HomeFarmers Branch, United Statesfull_timeVerifiedPosted 5 Sept 2025
About the role
Brinks Home™ is a leader in the smart security industry, protecting over one million people across the U.S., Canada, and Puerto Rico. Our platinum-grade protection is backed by award-winning customer service and expertly trained professionals. We strive for the highest standards for our customers while fostering a positive work environment for our employees. We create a culture that fosters innovation, celebrates creativity, and encourages authenticity. Join us and be part of a collaborative team that is relentless in our pursuit of security for life. Position Overview:We are currently seeking determined and dynamic Lead Service Desk Analyst join our Brinks Home Family. Lead Service Desk Analyst who exemplifies our core values: Service, Accountability, Customer Focus, Growth, and Integrity. This role is ideal for a seasoned IT professional with strong technical acumen, leadership qualities, and a passion for delivering exceptional support. Key Responsibilities:
- Lead daily IT support operations, ensuring timely resolution of technical issues and maintaining high service standards.
- Manage and monitor chat and ticket queues, including platforms like QUIQ or similar, and ensure escalations are handled efficiently.
- Provide intermediate to advanced PC support, including Windows 10/11, MS Office Suite, printers, and print servers.
- Utilize and manage JIRA Service Desk, Confluence, and other Atlassian tools to track issues, document solutions, and enhance team collaboration.
- Communicate clearly and professionally with all levels of staff, including C-level executives, ensuring transparency and responsiveness.
- Demonstrate working knowledge of Intune for device management and support.
- Apply a deep understanding of ITIL/ITSM frameworks to drive process improvements and ensure alignment with best practices.
- Stand in for the manager during absences, providing leadership and continuity in operations.
- Motivate and mentor Level 1 and Level 2 analysts, assisting with training, escalations, and knowledge sharing.
- Create and maintain knowledge base articles, and lead self-help training sessions for internal customers.
- Ensure accurate documentation of incidents, resolutions, and procedures in the call tracking system.
- Collaborate with vendors and internal teams to resolve complex technical issues.
- Support both local and remote users with hardware/software installations, configurations, and troubleshooting.
- 3–5 years of experience in IT support or service desk roles, with proven leadership or mentoring experience.
- Strong troubleshooting skills across hardware, software, network, and printing environments.
- Intermediate to advanced experience with:
- Windows 10/11
- JIRA Service Desk & Confluence
- QUIQ or similar chat platforms
- Intune
- MS Office Suite
- Printers and print servers
- Solid understanding of ITIL/ITSM principles and their application in a service desk environment.
- Excellent verbal and written communication skills, with the ability to engage effectively with executive leadership.
- Ability to lead by example, manage workload, and drive team performance toward departmental goals.
- Experience creating and delivering training content and knowledge-sharing sessions.
- Preferred: Technical certification or one-year certificate from a college or technical school, or equivalent experience.
- Brinks Home recognizes the value of benefits for you and your family, so we offer a comprehensive and competitive benefits program:
- Medical, Dental, Vision, 401(k) with Employer Match, Paid Time Off & Paid Holidays, HSA/FSA, Life & AD&D Insurance, Disability Coverage, Maternity/Parental Leave, Mental & Physical Health Benefits, Employee Resource Groups, Volunteer Hours, Discounted Equipment & Monitoring, and Employee Referral Program
- To learn more about our company culture and career opportunities, please visit our LinkedIn and Career Page.
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