Position Summary
The Service Management Analyst is responsible for overseeing Service Desk operations, driving service delivery performance, and ensuring alignment with organizational objectives. This role includes managing workflows, resolving operational challenges, and implementing process improvements. The Service Management Analyst serves as a key decision-maker for day-to-day service desk operations and contributes to broader operational strategy.

Responsibilities
· Oversee daily Service Desk operations, including ticket management, queue performance, and service levels.
· Act as the primary escalation point for complex issues and determine resolution paths and coordinate cross-functional support.
· Manage service desk ticket intake and queue performance, determining priorities and directing work allocation to maintain service levels and operational efficiency.
· Maintain high standards of incident, problem, and request management and ensure issues are resolved according to priority and SLA guidelines.
· Participate in the Service Desk On-Call Rotation, providing after-hours support for escalations and critical incidents in accordance with documented on-call procedures.
· Participate in Workforce Management and optimization efforts, including adjusting break and lunch schedules, assigning and removing queue skills, monitoring queue coverage, and performing other related operational duties as assigned.
· Develop, implement, and refine service desk procedures, standards, and best practices.
· Foster a culture of exceptional customer service, ensuring that all end-users are treated professionally and courteously.
· Manage and coordinate user communications regarding incidents, service requests, and problem resolutions, ensuring clear, timely, and accurate status updates.
· Develop and deliver training sessions for new team members, ensuring consistency in support and quality processes.
· Identify team members’ skill gaps and arrange necessary training to enhance technical and customer service skills.
· Lead the rollout and communication of new systems, tools, and IT policies, ensuring successful adoption and adherence across the team.
· Other duties as assigned.

Qualifications:
· Bachelor’s degree in information technology, business, or related field.
· 3 – 5 years of experience in IT service management or service desk operations.
· Strong leadership and team management skills, with the ability to motivate and develop staff.
· Excellent interpersonal and communication skills to interact with end-users, stakeholders, and team members effectively.
· Familiarity with service desk software and IT service management tools.
· Analytical and problem-solving abilities to assess and address complex issues.
· Customer service orientation and a commitment to delivering exceptional support.
· ITIL certification or other relevant certifications may be beneficial.

Physical Requirements:
· Prolonged periods sitting at a desk and working on the computer.
· Occasional walking between facilities
· Occasional lifting, pushing, pulling up to 15 lbs.
· Hybrid position – in office and remote workdays.