Senior Systems Analyst - Managed Service Provider Lead

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.

Field visits are primarily based in the Northern Region, which includes company sites in Bronx, Westchester, and Orange and Rockland County (O&R).

This position does not provide employment pursuant to the terms of a STEM OPT Training Plan.

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

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)
• Ability to travel within Company service territory, as needed