Top 9 Help desk analyst Jobs in Des Moines Ia

IT Service Desk Lead
Info Way Group —Des Moines, IA
- $40 - $50 an hour
- Full-time
- Windows
- Conflict management
- In-person
Quick Apply
4h
Client Support Desk Analyst
defi AUTO LLC —Des Moines, IA
- $60,000 - $75,000 a year
- Full-time
- Mid-level
- SQL
- Accounting
Quick Apply
SOC Analyst I
HEARTLAND BUSINESS SYSTEMS LLC —West Des Moines, IA
- Full-time
- Hybrid work
- Research
- Entry level
- Health savings account
- Retirement plan
Quick Apply
IT Operations Analyst
Casey's —Ankeny, IA
- $61,100 - $80,200 a year
- On call
- Mid-level
- 3 years
- Bachelor's degree
Part-time Service Desk Analyst
Solutions Management Group —Ankeny, IA
- Part-time
- Computer science
- Computer Science
- Mid-level
- Paid holidays
- Disability insurance
Business Support Analyst - Sales Operations & Enablement
Wellmark, Inc. —Des Moines, IA
- Full-time
- Hybrid work
- Mid-level
- US work authorization
- Associate's degree
Quick Apply
7d
FinOps AI / ML Engineer Assoc Director
Accenture —Des Moines, IA
- $150,900 - $413,600 a year
- Full-time
- Hybrid work
- Azure
- Computer Science
- Sales
- Paid holidays
- Disability insurance
13d

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IT Service Desk Lead
Info Way Group —Des Moines, IA
Participate in operational reviews, governance meetings, and customer escalation calls. Experience with ticketing / ITSM tools such as ServiceNow, Remedy,…
$40 - $50 an hour
Quick Apply
4h
Client Support Desk Analyst
defi AUTO LLC —Des Moines, IA
In this challenging, hands-on role, you will help defi deliver the next generation lending experience for our clients through collaboration, resolving issues,…
$60,000 - $75,000 a year
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Client Support Desk Analyst
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In this challenging, hands-on role, you will help defi deliver the next generation lending experience for our clients through collaboration, resolving issues,…
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help desk analyst jobs near des moines ia

IT Service Desk Lead

Info Way Group -
Des Moines, IA

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Job Details

Full-time | Contract
$40 - $50 an hour
4 hours ago

Qualifications

Vendor relationship building
Knowledge management
Teamwork
Interpersonal skills
Managing teams in a customer support role
Team leadership
Incident report management
Metrics Reporting
Windows
Incident Escalation
Change management
Team development
Incident management operations support
Remote access software
Azure AD
Conflict management
Customer support ticket management
Customer service knowledge base
Management reporting
S3
Remote desktop tools
Project stakeholder communication
Stakeholder relationship building
Active Directory management
Ticketing system technical support
Analytics
Stakeholder management

Full Job Description

Job Summary

The IT Service Desk Lead is responsible for leading and managing a 24x7 global IT Service Desk operation supporting end users across multiple locations. The role is accountable for service delivery excellence, SLA compliance, team leadership, customer satisfaction, incident management, continuous service improvement, and operational governance. The Service Desk Lead acts as the primary escalation point for critical issues and drives operational efficiency through process optimization, automation, and knowledge management initiatives.

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Key Responsibilities

Service Delivery & Operations

· Lead daily operations of the IT Service Desk supporting enterprise users globally.

· Ensure adherence to contractual SLAs, KPIs, OLAs, and customer experience targets.

· Manage incident, request, problem, and major incident processes in accordance with ITIL practices.

· Act as the primary escalation point for critical and high-priority incidents.

· Ensure timely resolution and customer communication for service-impacting issues.

· Monitor queue health, workload distribution, and workforce utilization.

Team Leadership

· Manage a team of approximately 20 Service Desk professionals.

· Conduct regular team huddles, coaching sessions, and performance reviews.

· Drive employee engagement, motivation, and career development initiatives.

· Identify skill gaps and execute training and development plans.

· Manage staffing, shift planning, leave management, and resource allocation.

Customer & Stakeholder Management

· Serve as the primary operational interface for customer stakeholders.

· Participate in operational reviews, governance meetings, and customer escalation calls.

· Build strong relationships with business users, resolver groups, and third-party vendors.

· Drive customer satisfaction and continuous improvement initiatives.

Reporting & Governance

· Prepare and present weekly, monthly, and quarterly service reports.

· Analyze service desk performance trends and recommend improvement actions.

· Conduct root cause analysis and publish improvement plans.

· Track and report SLA compliance, ticket trends, productivity, and customer satisfaction metrics.

Continuous Improvement & Automation

· Identify opportunities for service improvement and automation.

· Enhance knowledge management processes and maintain knowledge articles.

· Drive self-service adoption, shift-left initiatives, and ticket reduction strategies.

· Participate in transition, transformation, and process-improvement programs.

Quality & Compliance

· Ensure adherence to ITIL best practices and organizational standards.

· Conduct quality audits and monitor analyst performance.

· Ensure compliance with security, audit, and regulatory requirements.

· Maintain documentation, SOPs, and operational runbooks.

Required Technical Skills

· ServiceNow or equivalent ITSM platforms

· Incident, Request, Problem, and Change Management

· Microsoft 365, Windows, Active Directory, Azure AD

· Remote Support Tools

· Knowledge Management Platforms

· Service Desk Analytics and Reporting

· Call Center / Omnichannel Support Platforms

· Basic understanding of EUC, Networking, Collaboration, and Infrastructure Services

Key Performance Indicators (KPIs)

· SLA Achievement (%)

· First Contact Resolution (FCR)

· Average Speed to Answer (ASA)

· Abandonment Rate

· Customer Satisfaction (CSAT)

· Ticket Backlog Reduction

· Knowledge Article Utilization

· Employee Satisfaction & Attrition Metrics

· Automation and Continual Improvement Deliverables

Required Soft Skills

· Strong leadership and people management

· Excellent verbal and written communication

· Executive-level stakeholder management

· Conflict resolution and escalation management

· Analytical and problem-solving skills

· Ability to perform under pressure in critical situations

· Continuous improvement mindset.

Pay: $40.00 - $50.00 per hour

Application Question(s):

US Citizen or Green Card Holder only

Experience managing or coordinating service desk queues and ticket workflows.
Experience with ticketing / ITSM tools such as ServiceNow, Remedy, Cherwell, or equivalent.

Experience in Service Desk, Help Desk, IT Support, or IT Service Management environments.

Work Location: In person

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Refine Your Search

help desk analyst jobs in des moines ia

IT Service Desk Lead

Client Support Desk Analyst

SOC Analyst I

IT Operations Analyst

Part-time Service Desk Analyst

Business Support Analyst - Sales Operations & Enablement

FinOps AI / ML Engineer Assoc Director

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