Lead IT Support Analyst

POSITION PURPOSE

The Lead IT Support Analyst – Regional serves as an elevated support and coordination role within the IT Support team. While this position does not have formal direct reports, it provides day-to-day oversight, guidance, and leadership to IT Support Specialists across all plants in the Americas region.

This role is designed to enhance service quality, ensure consistent communication, drive proactive support behaviors, and monitor ticket progress and user satisfaction. The Lead IT Support Analyst - NA continues to perform advanced Tier 1 & 2 support activities while acting as a point of escalation, coordination, and quality assurance for the broader team.

This position also plays a key role in managing endpoint lifecycle activities, user access, and operational support for the IT environment, in close partnership with the other GBS IT Operations team members.

PRINCIPAL ACCOUNTABILITIES

Principle accountabilities are:

Leadership & Coordination (No Direct Reports):

• Serve as the primary coordination point for IT Support Specialists across all Americas plants.
• Monitor ticket queues, ticket aging, and trouble-spot trends; proactively follow up to ensure timely resolution.
• Coach and guide team members on communication quality, follow-up, and adherence to service standards.
• Ensure consistent application of IT processes, documentation, and best practices across sites.
• Gather and share user feedback, identify recurring issues, and drive continuous improvement actions.
• Provide escalation support to the IT Support team for complex or unresolved issues.

Technical Responsibilities:

• Provide first- and second-level support for hardware, software, network, and infrastructure-related requests.
• Diagnose and troubleshoot issues related to Active Directory, O365, desktops, laptops, printers, mobile devices, and related technologies.
• Install, configure, and maintain operating systems, software applications, and peripherals.
• Assist with onboarding and offboarding processes including user account setup, permissions, and access rights.
• Manage lifecycle for endpoint technologies and maintain accurate asset inventories.
• Maintain relationships with hardware suppliers and coordinate equipment ordering as needed.
• Create and maintain computer images for deployment.
• Support IT documentation efforts, including user guides, and knowledge base articles.
• Contribute to system upgrades, deployments, migrations, and other IT projects.

Communication & Service Excellence:

• Act as a service quality champion, ensuring prompt, professional, and clear communication to end users.
• Promote a proactive service culture focused on preventing issues before they arise.
• Support end-user training and provide guidance on the effective use of technology tools.

Other Responsibilities:

• Participate in cross-functional collaboration and continuous improvement initiatives.
• Perform additional responsibilities as assigned.

NATURE AND SCOPE

The Lead IT Support Analyst - Regional will report to the Manager, IT Service Operations. This position will have no direct reports in the GBS Infrastructure, Operations & Security organization.

PERFORMANCE INDICATORS

1. The Lead IT Support Analyst - Regional participates in and leads supports projects that the team is involved in, he/she also provides guidance to the stakeholders involved in the different project initiatives
2. Grants of authority have not been assigned to this role
3. He or She works on & completes team objectives in accordance with the BAC objectives which have been set and translates them into personal objectives and development goals for the team
4. The Lead IT Support Analyst - Regional has multiple day to day contacts while executing his/her function:
1. Members of the Global Business System Teams
2. All BAC departments when providing guidance to resolve business system issues
3. All persons participating in cross-functional teams
4. 3rd party suppliers of IT services & IT materials

KNOWLEDGE & SKILLS

• Bachelor’s degree in Information Technology, Computer Science, or related field (equivalent experience/certifications considered).
• Proven experience as an IT Support Specialist or similar technical support role.
• Demonstrated ability to coordinate or guide peers—formal leadership experience not required but a strong plus.
• Strong understanding of computer hardware, operating systems (Windows, macOS), and common enterprise applications.
• Solid troubleshooting skills for desktops, laptops, printers, mobile devices, and standard infrastructure technologies.
• Familiarity with TCP/IP, DNS, DHCP, VPN, and basic network troubleshooting.
• Experience with Windows servers, Active Directory, O365, Autodesk, Intune and ServiceDesk Plus.
• Excellent communication skills with strong customer service orientation.
• Ability to balance multiple tasks, manage priorities, and drive follow-through.
• Experience with monitoring tools, ITSM/ticketing systems and knowledge of ITIL principles.
• Industry certifications such as CompTIA A+, MCP, or HDI Desktop Support Technician preferred.
• Able to work independently while collaborating effectively with a distributed team.
• Experience with working in a Global environment.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand and walk up to 50% of the time. Working conditions include those of a normal construction environment, as well as standard hazards associated with installed HVAC equipment and rotating equipment. This position requires occasional lifting of up to 30 lbs, and travel of 10 - 20% of the time.