Lead Support Analyst

Job Description

Lead Support Analyst

UTA seeks a Lead Support Analyst to join the Technology Operations Team. This role is responsible for overseeing the incident management and resolution process, including overseeing the prioritization and escalation of IT incidents, coordinating the incident response team, implementing workarounds, and, where applicable, conducting trend analyses and root cause analyses.

The salary range for this role is $80,000 to $86,000 commensurate with experience and skills.

What You Will Do

Strategy & Planning:
• Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes
• Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Regularly iterate on the incident management process using data gathered about the frequency and severity of incidents

Acquisition & Deployment:
• Collaborate with other departments to identify and/or procure service management software for internal staff and external clients
• Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts
• Liaise with vendors for the procurement of new systems technologies, oversee their installation and adoption, and manage vendor relationships, always looking for opportunities to improve the quality of service
Operational Management:
• Address all IT related issues across the organization for the duration of escalated incidents
• Design and enforce request handling and escalation policies and procedures
• Coordinate the problem management process
• Monitor and test fixes to ensure problems have been adequately resolved
• Access software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolution
• Track and analyze trends in incident reports and generate statistical reports
• Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
• Oversee the development, implementation, and administration of incident management training procedures and policies
• Train, coach, and mentor all support tiers

What You Will Need
• Bachelor's degree or equivalent work experience
• 5+years of experience in IT service management or incident management
• Certifications in ITIL
• Exceptional knowledge of computer hardware
• Significant experience with desktop and server operating systems
• Extensive application support experience
• Working knowledge of a range of diagnostic utilities
• Demonstrated progressive experience in a technical support team
• Proven track record of developing and providing service level agreements and resolving IT incidents
• Solid relationship management and performance management skills
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Strong documentation skills
• Ability to conduct research on a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Skilled at presenting technical information in a user-friendly manner to non-technical staff
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Flexibility to work extended hours when necessary, with readiness to lead 24/7 incident response efforts to maintain seamless operations

What You Will Get
• The unique and exciting opportunity to work at one of the leading global entertainment companies
• Access to the tools, leadership, and resources you will need to create and drive a center of excellence
• The opportunity to do the best work of your career
• Work in an inclusive and diverse company culture
• Competitive benefits and programs to support your well-being
• Experience working in a collaborative environment with room to grow



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Jobcode: Reference SBJ-r76196-3-128-171-84-42 in your application.