Velocity, A Managed Solutions Company is a U.S.-based managed technology and services provider serving multi-location businesses, with a particular focus on hospitality and retail. Founded in 2005, the company combines managed networks and data services with VoIP and SIP voice platforms, Wi-Fi, Free-to-Guest TV, Starlink integration, advertising and media solutions, field technical support, repair services, and 24/7 call center operations. Its software portfolio includes V-CLOUD™, the V-SELECT® portal, GEM expense management, and other SaaS offerings. Velocity supports large-scale deployments through centralized operations, an extensive field technician network, device and network management capabilities, and redundant data centers. The company operates across SaaS, telecommunications, and B2B services.
Lead Service Desk Analyst – Remote, United States
Lead complex IT escalations for a managed technology services provider serving U.S. enterprise customers. Oversee service desk queues, mentor analysts, and drive consistent ticket resolution.
Description
- Own complex technical escalations from assignment through resolution
- Manage the escalation queue by tracking queue health and ticket age, reallocating work to protect service-level commitments
- Provide daily technical guidance to Managed IT Service Desk analysts
- Collaborate with analysts on difficult tickets and remove real-time blockers
- Evaluate team ticket documentation and resolution quality
- Coach analysts on consistent service delivery practices
- Help onboard new analysts through tool training, shadowing, and guided live-ticket support
- Resolve advanced issues involving workstations, servers, networks, and managed services
- Coordinate with Platform Services, the NOC, and vendors when required
- Deliver clear, professional updates to clients and team leads throughout each ticket’s lifecycle
- Identify recurring incidents and process deficiencies for Service Desk management
- Follow established escalation, documentation, and security procedures
Requirements
- Demonstrated expertise with Microsoft 365, server platforms, and Exchange administration
- Demonstrated expertise with Microsoft system management tools, including Active Directory, Group Policy, DNS, DFS, and NPS
- Strong grasp of networking concepts such as VLAN, NAT, DHCP, DNS, and connectivity troubleshooting
- Practical experience with virtualization platforms; VMware experience is preferred
- Working knowledge of firewall technologies and network security fundamentals
- Experience using mobile device management (MDM) solutions
- Customer-focused approach with clear professional communication, strong troubleshooting ability, and excellent documentation skills
- Legal authorization to work in the United States without current or future employer sponsorship is required
- An associate’s or bachelor’s degree is preferred, or two years of advanced technical support experience with peer-mentoring responsibilities
Benefits
- Medical, dental, and vision coverage
- Paid time off and holidays
- Paid parental leave
- Paid sick time
- 401(k) with employer match
- Company-provided life insurance and short- and long-term disability coverage
- Additional supplemental benefits available
- Collaborative work environment
- Equal opportunity to thrive