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Service Desk Analyst Lead

Damstra Technology

Damstra Technology

Clark County, OH, USA
Posted on Tuesday, February 6, 2024

Key Duties & Responsibilities:

  • Ensure compliance of the group Damstra values, policies, and procedures
  • Manage calls, emails, and messages, and provide support and troubleshooting to client concerns, requests, and inquiries of varying complexities
  • Ensure management of major incidents and escalations
  • Coach and mentor other resources
  • Gather and analyze information about the user’s issue and determine the best way to resolve their problem
  • Contribute to Knowledge base articles
  • Accurately log all Service Desk tickets using the defined ITSM tool
  • Take ownership and responsibility of issues from start through successful resolution
  • Triage the Support Desk queue by responding, resolving, and escalating issues to/with the appropriate resources, teams, or department
  • Have a deep understanding of the Damstra Technology products and their clients
  • Ensure compliance to agreed SLAs, KPIs, and metrics for the group assigned including its individual resources
  • Manage and monitor performance and workload of resources
  • Create and submit timely reports to manager
  • Analyze and spot issues and risks within the group and deploy actions and plans whenever needed
  • Check running performance for the day and implement a strategy to rectify misses
  • Display clear and concise English communication skills both written and verbal
  • Demonstrate critical thinking skills and sound decision making
  • Spot recurring incidents and problems
  • Perform document/requirement validation and verification based on qualifications in a timely manner
  • Perform quality checks to calls, document/requirements, data, and conversations of fellow service desks
  • Submit deliverables, documents, and reports as required
  • Ensure quality of calls and data being managed by the team
  • Ensure that documents are verified and validated in a timely manner
  • Conduct training and mentoring sessions to support the quality performance of the group


  • At least 5 years in experience in operations support, technical support, or system support
  • At least 1 year in supervisory position
  • Experience in ITIL or any service management processes
  • Excellent written and verbal communication skills
  • Excellent organizational and time management skills
  • Excellent leadership skills
  • Knowledge and understanding of support metrics