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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 issues with Infrastructure Information Security Application and vendor teams.

Reviews technical metrics device compliance data ticket trends and performance indicators to drive operational improvements and risk reduction.

Establishes and maintains technical documentation standards SOP governance and knowledge management quality within the Service Desk.

Provides technical leadership mentoring and coaching to Service Desk Analysts and Specialists.

Supports audit readiness compliance activities and asset verification efforts related to endpoint and Service Desk operations.

Provides on-site and remote support as required.

Participates in on-call rotation and supports after-hours operational response as needed.

NON-ESSENTIAL JOB FUNCTIONS

Assists in evaluating emerging technologies and recommending enhancements aligned with operational goals.

Supports strategic planning initiatives related to Service Desk tooling automation and endpoint lifecycle improvements.

Represents the Service Desk in cross-department technical discussions as assigned.

Performs other related duties as assigned.

QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential job function satisfactorily. Below are the required education experience knowledge skills and abilities to perform the essential functions.

EDUCATION AND EXPERIENCE

A bachelors degree in Information Technology Computer Science or a related field is preferred; an associate degree with equivalent experience may be considered. Candidates must possess a minimum of seven (7) to nine (9) years of progressively responsible technical experience supporting endpoint environments enterprise systems or service desk operations including at least three (3) years in advanced technical or lead roles involving endpoint management automation mobile device management platforms or operational leadership. Demonstrated experience leading complex technical initiatives mentoring technical staff and coordinating cross-functional technical efforts is required.

CERTIFICATIONS OR LICENSES

Licenses

Must possess a valid State of Florida Drivers License with an acceptable driving record.

Certifications

Must possess CompTIA A Network and Security certifications.

Advanced certifications in Microsoft endpoint management platforms automation or IT service management are preferred.

KNOWLEDGE SKILLS AND ABILITIES

Expert knowledge of endpoint technologies operating systems enterprise applications and mobile device management platforms.

Advanced understanding of ITIL processes including incident problem change and continual service improvement.

Strong leadership and decision-making abilities within a technical operational environment.

Ability to direct operational priorities manage escalations and maintain service continuity.

Advanced troubleshooting analytical and root cause analysis skills.

Ability to mentor coach and develop technical staff.

Ability to develop and enforce technical standards documentation practices and operational procedures.

Strong communication skills for coordinating with leadership technical teams vendors and business stakeholders.

Ability to manage competing priorities in a fast-paced high-availability environment.

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS

To perform this job successfully an individual must possess certain physical abilities and be able to withstand work-related environmental conditions.

PHYSICAL REQUIREMENTS

While performing the duties of this job the employee is regularly required to sit or stand for extended periods of time.

Must communicate orally see physical surroundings listen hear others respond to oral commands and demonstrate good communication skills.

May occasionally be required to lift and move network equipment weighing up to 50 pounds.

WORK ENVIRONMENT

Work is primarily performed in an office environment with occasional visits to other City facilities for user support.

May be required to work and attend meetings outside regular business hours.

May be required to participate in on-call rotation and respond to urgent support requests outside of normal business hours including evenings or weekends.

Must be able to work in temperature-controlled office environments and maintain professional composure in a fast-paced customer-focused setting.

Note:

May Require Assessment(s).

May fill multiple positions.

May establish an eligibility list.

Come join our team! The City of Gainesville offers a competitive benefits package and opportunities to grow both professionally and personally.

All regular employees are eligible for traditional benefits such as health insurance life insurance paid leave 11 paid a holidays a year a pension plan and a deferred compensation plan but we also offer great things like on-site fitness centers tuition reimbursement on-site medical staff and a wellness program to keep you healthy and happy. Please note; benefits are not available for temporary employees.

Equal Opportunity

The City of Gainesville is an equal opportunity/affirmative action employer and does not discriminate in hiring. Minorities women and individuals with disabilities are encouraged to apply. Individuals with a disability who require special accommodations during the selection process should notify the Human Resources Department at or TDD/TTY at .

Veterans Preference

Veterans are encouraged to apply. Veterans Preference ensures that veterans and eligible persons are given consideration at each step of the selection process. However preference does not guarantee that a veteran or other eligible person will be the candidate selected to fill the position. Section 295.07 Florida Statutes (F.S.) specifies who is eligible for Veterans Preference. State of Florida residency is not required for Veterans Preference.

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