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Department:

GG_Technology: GG Information Technology Administration

Salary Range Minimum:

$33.16

Salary Range Maximum:

$53.60

Closing Date:

05/06/2026

Job Details:

This is a senior-level technical and operational position within the Service Desk responsible for providing Tier 3 escalation support, technical leadership, and day-to-day operational continuity. The Senior Service Desk Analyst serves as the highest technical authority within the Service Desk and acts as the operational lead when the Service Desk Manager is unavailable.

The role oversees advanced endpoint management, mobile device platforms, automation initiatives, and lifecycle operations while ensuring service stability, performance, and adherence to ITIL-aligned processes. The Senior Service Desk Analyst provides leadership guidance to Service Desk staff, coordinates complex incidents and cross-functional issues, and drives continuous improvement initiatives that enhance service quality, efficiency, and reliability.

This position operates with a high degree of autonomy within established policies, procedures, and management direction, exercising independent judgment to support Service Desk operations, escalations, and technical leadership.

Job Description:

SUMMARY

This is a senior-level technical and operational position within the Service Desk responsible for providing Tier 3 escalation support, technical leadership, and day-to-day operational continuity. The Senior Service Desk Analyst serves as the highest technical authority within the Service Desk and acts as the operational lead when the Service Desk Manager is unavailable.

The role oversees advanced endpoint management, mobile device platforms, automation initiatives, and lifecycle operations while ensuring service stability, performance, and adherence to ITIL-aligned processes. The Senior Service Desk Analyst provides leadership guidance to Service Desk staff, coordinates complex incidents and cross-functional issues, and drives continuous improvement initiatives that enhance service quality, efficiency, and reliability.

This position operates with a high degree of autonomy within established policies, procedures, and management direction, exercising independent judgment to support Service Desk operations, escalations, and technical leadership.

EXAMPLES OF WORK*

*This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position.  The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job.  Performance of lower-level duties may be required.

ESSENTIAL JOB FUNCTIONS

Serves as the primary technical escalation authority for complex endpoint, operating system, application, and enterprise device issues.

Acts as the operational lead for the Service Desk during periods when the Service Desk

Manager is unavailable, ensuring continuity of operations, workload prioritization, and service level performance.

Oversees daily queue health, escalation flow, incident prioritization, and workload balancing to ensure SLA targets and operational objectives are met.

Leads advanced troubleshooting efforts, root cause analysis, and long-term remediation planning for recurring or high-impact issues.

Oversees the administration and operational health of mobile device management platforms, including Microsoft Intune, Apple Business Manager, and Samsung Knox.

Leads automation, scripting, and configuration management initiatives to improve efficiency, consistency, and service quality.

Governs endpoint configuration standards, software packaging practices, and deployment processes within the Service Desk.

Oversees device lifecycle management activities, including asset tracking, procurement coordination, configuration standards, patching, replacement cycles, and decommissioning.

Leads complex Service Desk projects such as major endpoint deployments, platform enhancements, automation rollouts, and operational maturity initiatives.

Coordinates major incidents and cross-functional technical iss