Senior Systems Analyst - Managed Service Provider Lead

Overview The Senior Systems Analyst, Managed Service Provider (MSP) Lead, oversees daytoday End User Computing Services operations delivered by a managed service provider, ensuring consistent, highquality onsite IT support. This role manages service performance, resolves escalations, and partners with internal teams and vendor resources to maintain reliable enduser support. The position also supports process improvements, technology rollouts, and conducts routine field visits across company locations to validate service quality and operational effectiveness. Responsibilities Core Responsibilities Provide day to day leadership and oversight of the MSP End User Computing Services team delivering onsite IT support across all company locations Ensure high quality end user support, including device troubleshooting, hardware replacement, and conference room and presentation technology support Serve as the primary point of contact for all End User Computing Services activities, ensuring alignment with SLAs, performance metrics, and operational expectations Monitor daily operations, including ticket queues, dispatch activity, onsite coverage, and overall service delivery performance Audit ServiceNow tickets regularly to ensure accuracy, proper resolution, and compliance with processes and SLAs Coordinate incident response and escalations, ensuring timely action, clear communication, and proper use of MSP resources Enforce adherence to company change management, operational standards, communication guidelines, and safety policies Partner with SMEs, engineering teams, and operational leaders to resolve complex issues, analyze trends, and drive root cause investigations Support rollout of new standards, hardware, procedures, and technologies across the End User Computing Services operating model Conduct site visits across the NYC 5 boroughs, Westchester, and Orange & Rockland counties to validate service quality, MSP presence, safety practices, and drive continuous improvement Qualifications Required Education/Experience High School Diploma/GED and a minimum of 5 years full-time relevant work experience or Associate's Degree and a minimum of 4 years full-time relevant work experience or Bachelor's Degree and a minimum of 3 years full-time relevant work experience or Master's Degree and a minimum of 2 years full-time relevant work experience Preferred Education/Experience Bachelor's Degree in Computer Science, Management Information System, Engineering, Business/Finance or related field and a minimum of 3 years full-time relevant work experience working in an Information Technology, customer, desktop, or presentation support environment Relevant Work Experience Experience in IT support, end-user computing, desktop support, customer service, or End User Computing Services environments, required Strong analytical, problem-solving, and incident management skills, required Excellent written and verbal communication skills, including the ability to communicate effectively with both technical and business users, required Ability to lead, influence, and motivate both internal staff and vendor teams, required Ability to interpret performance metrics, identify trends, and drive accountability with an MSP or service vendor, required Supervisory, team-lead, or operational oversight experience within a service delivery or managed service provider environment, preferred Experience coordinating or overseeing vendor delivered support services, preferred Understanding of ITIL practices such as Incident, Request, Problem, and Change Management, preferred Strong technical understanding of end-user devices, operating systems, mobile technologies, conferencing equipment, and standard enterprise tools, preferred Experience managing service workflows in ITSM platforms (ServiceNow), preferred Skills and Abilities Ability to build strong customer relationships Demonstrated customer service skills Ability to drive multiple projects to successful completion Well organized, detail oriented and flexible to handle multiple assignments Develops and delivers effective presentations Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc. Effective leadership skills Licenses and Certifications Driver's License Required Physical Demands Ability to push, pull, and lift up to 40 pounds Sit or stand to use a keyboard, mouse, and computer for the duration of the workday Possess manual dexterity and the ability to use hands for the duration of the workday Additional Physical Demands The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays. Wear necessary Personal Protective Equipment (PPE)