Lead Support Analyst

This is a Full Time Job

Member Summary

#### Quick Summary (full description below):

United Talent Agency (UTA) is hiring a Lead Support Analyst to oversee IT incident management and resolution processes, ensuring seamless operations and high-quality service delivery.

• Years of Experience Required: 5+ years in IT service or incident management (60+ Months)
• Salary: $80,000 - $86,000 per year
• Required Experience: ITIL certification, technical support, application support, desktop and server OS experience, and service level agreement development
• Preferred Skills/Experience: Not mentioned
• Workplace Requirements: Location: Atlanta, GA; Nashville, TN; or New York, NY (in-office); extended hours and 24/7 incident response availability
• Education Requirements: Required: Bachelor’s degree or equivalent experience; Preferred: Not mentioned
• Hard Skills Required: IT hardware and software expertise, diagnostic utilities, documentation, problem-solving, and project management
• Soft Skills Required: Customer service orientation, interpersonal communication, teamwork, and ability to work under pressure
• Benefits: Competitive benefits, access to leadership and tools, career growth opportunities, and an inclusive company culture

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Full Posting

Company: United Talent Agency (UTA)

Job Title: Lead Support Analyst

Location: Atlanta, GA; Nashville, TN; or New York, NY

#### Job Description:

UTA is seeking a Lead Support Analyst to join the Technology Operations Team. This role is responsible for managing IT incidents, enforcing service level agreements, and ensuring efficient resolution processes. The position involves collaboration with internal teams and vendors, driving improvements in IT service quality.

Key Responsibilities:

1. Strategy & Planning:
- Establish and enforce incident response service level agreements (SLAs).
- Analyze incident management performance and deliver solutions to improve service quality.
- Iterate on processes based on incident data trends.

2. Acquisition & Deployment:
- Collaborate with departments to procure and implement service management software.
- Research emerging products, protocols, and standards.
- Manage vendor relationships and oversee new system adoption.

3. Operational Management:
- Address escalated IT issues across the organization.
- Design and enforce request handling and escalation policies.
- Coordinate problem management processes and monitor fixes.
- Develop help sheets, usage guides, and training for end users.
- Mentor and train support tiers to ensure adherence to procedures.

Required Qualifications:
• Bachelor’s degree or equivalent work experience.
• 5+ years in IT service or incident management.
• ITIL certification required.
• Experience with desktop and server OS, application support, and diagnostic utilities.
• Proven ability to develop SLAs and resolve IT incidents effectively.

Required Skills:
• Strong technical documentation and problem-solving skills.
• Excellent interpersonal and communication abilities.
• Customer service orientation and teamwork in high-pressure environments.
• Flexibility for extended hours and 24/7 incident response.

Compensation:
• Salary Range: $80,000 - $86,000 per year, commensurate with experience and skills.

Benefits Include:
• Comprehensive benefits package.
• Access to leadership tools and resources.
• Inclusive company culture.
• Opportunities for career growth in a collaborative environment.

This role provides an exciting opportunity to contribute to IT excellence within a global entertainment company.