IT Services Senior Analyst

The Senior IT Operations Analyst oversees the delivery of End-User Computing (EUC) and Helpdesk provided vendor teams, ensuring smooth day-to-day IT operations, high-quality support, and efficient service delivery. This role focuses on IT devices, peripherals, AV equipment (including Zoom Room Kits, TVs, etc.), mobile devices (including smartphones, tablets, etc.), and telecom services, while driving operational efficiency, process improvement, and adherence to IT policies. This role is responsible for vendor team performance and service outcomes.

Responsibilities:

• Coordinate and oversee offshore vendor-provided EUC and Helpdesk teams, ensuring balanced workload distribution, proper prioritization of requests, and continuous performance tracking to meet organizational needs.
• Collaborate with vendors to implement process improvements, knowledge sharing, and training initiatives that elevate service delivery.
• Act as a go-to expert for in-house contractors by providing guidance and support for escalated technical issues submitted by employees
• Oversee day-to-day IT operations for laptops, desktops, printers, peripherals, TVs, and mobile devices, ensuring availability, reliability, and standardization of end-user technologies.
• Monitor incident and service request tickets for both Helpdesk and EUC teams, ensuring SLA compliance, timely resolution, and proactive identification of recurring issues.
• Act as a senior escalation point for complex technical or operational issues, providing advanced troubleshooting support and decision-making authority.
• Ensure accurate tracking, maintenance, and lifecycle management of all IT hardware assets, including inventory audits and documentation.
• Coordinate procurement, deployment, refresh, and decommissioning activities to align with organizational standards and budget guidelines.
• Manage relationships with telecom providers (e.g., AT&T, Verizon, T-Mobile) and other vendors, negotiating service agreements, monitoring performance, and resolving escalated disputes.
• Oversee all requests and escalations related to mobile devices, SIM cards, lines, and telecom services, including billing reconciliation and provisioning support.
• Ensure timely resolution of service issues, billing discrepancies, and ongoing contract management for telecom services.
• Develop, implement, and enforce standard operating procedures (SOPs), IT policies, and best practices that support scalability, compliance, and efficiency.
• Identify operational inefficiencies, analyze root causes, and implement continuous improvement initiatives that enhance support delivery and reduce downtime.
• Ensure compliance with security policies, patching standards, and endpoint management practices to safeguard data and infrastructure integrity.
• Collaborate with IT leadership, vendors, and cross-functional internal teams to plan and execute projects, upgrades, system rollouts, and change management activities.
• Serve as a key point of contact for escalations from internal stakeholders, ensuring transparency, responsiveness, and alignment with business objectives.
• Other duties as assigned.

• Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience, and 5+ years of experience providing IT systems analysis, desktop support, or telecom support in a medium to large-scale environment OR 7+ years of experience providing IT systems analysis, desktop support, or telecom support in a medium to large-scale environment.
• Strong experience configuring, implementing, and optimizing IT and telecom infrastructure, including end-user devices, enterprise applications, VoIP, and audio/visual collaboration systems.
• Proven track record serving as a senior escalation point for EUC and offshore IT teams, resolving complex incidents within SLAs and ensuring minimal business disruption.
• Skilled in coordinating vendor relationships for system support, upgrades, contract management, and escalated issue resolution.
• Proficiency in WinOS, macOS, iOS, Android, Google Workspace (gMail, Drive, Sheets, Docs, Slides Meet, Chat, and Calendar), Microsoft 365 / Office 365 (Exchange Online, Teams, SharePoint), and Google Workspace administration.
• Knowledge of MDM platforms (e.g., ManageEngine, MS Intune, Jamf Pro, or Kanji) for device management, policy enforcement, and compliance monitoring.
• Hands-on experience with VoIP/telephony platforms (FreePBX, Cisco, Avaya, Polycom, RingCentral, or equivalent) and enterprise ITSM ticketing systems (ManageEngine ServiceDesk Plus, ServiceNow, or Jira).
• Familiarity with audio/visual systems (Zoom Rooms, Google Meet, Crestron, Extron, or equivalent) to support reliable conferencing and meeting technologies.
• Experience managing IT asset lifecycle processes, including inventory, billing reconciliation, and usage reporting.
• Strong analytical and problem-solving skills with the ability to perform system analysis, optimize performance, and recommend scalable improvements.
• Excellent communication skills, including the ability to explain technical concepts to non-technical users, create user documentation, and deliver training.
• Ability to manage multiple priorities, meet deadlines, and work effectively in fast-paced environments while upholding SLA commitments.
• Collaborative mindset with the ability to build strong cross-functional and vendor relationships.
• Demonstrated leadership in coaching and mentoring support staff to elevate team capability and service quality.

• IT certifications:ITIL Foundation, Microsoft, and Apple certifications.
• Experience with device imaging, patch management, and automation.
• Knowledge of cloud productivity tools (O365, Google Workspace).