Senior IT Support Analyst

The Indianapolis Colts are seeking an experienced Senior IT Analyst to serve as a key leader within the IT Support team, overseeing all incoming support requests via our technical support line and helpdesk system. This role involves managing team workflows and workloads to effectively handle volume demands while focusing on enhancing team performance and processes. The Senior IT Analyst works to improve technical support delivery, establish operational goals, and analyze support data to ensure adherence to policies and best practices. The IT Support team provides 24/7 technical support for both business and football operations. This is a full-time position based at the Indiana Farm Bureau Football Center. The ideal candidate will embody the Colts' core values and contribute to our mission of entertaining, inspiring, and uniting through a commitment to excellence.

MANAGER

Director of IT Operations & Service

DIRECT REPORTS

N/A

RESPONSIBILITIES

• Team Leadership: Train, coach, and mentor IT Support team members, ensuring a professional and friendly approach to end-user support.


• Issue Resolution: Act as a resource for team members, assisting with complex issues and managing escalated customer interactions with diplomacy.


• Inventory Management: Oversee the inventory control process for all IT assets and provide metrics to support refresh cycles and budgeting.


• Change Management Participation: Engage actively in Change Management meetings to ensure seamless IT transitions.


• Team Communication: Organize regular team meetings to gather insights, educate on best practices, and set clear expectations.


• Data Analysis: Analyze support data to identify opportunities for process improvement, resource allocation, and enhancements in customer satisfaction.


• Performance Monitoring: Ensure team members meet established service levels; collect and present performance data to stakeholders.


• Collaboration: Communicate regularly with the IT Director and leadership to provide status updates and align on team objectives.


• Scheduling: Collaborate with the IT Director to manage team schedules, especially during peak operational periods, and assist with performance evaluations and recruitment.


• Knowledge Sharing: Promote the development of knowledge base articles to facilitate problem resolution and empower team members.


• Additional Responsibilities: Support various projects and initiatives within IT Support operations as assigned.


• Perform other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in an IT-related field with 1-3 years of relevant experience, or an Associate’s degree with 3-5 years of experience in a related role.


• 5+ years of experience in an IT support environment is highly desirable.


• Strong customer service orientation with proven leadership and coaching abilities.


• Excellent communication skills (written, oral, interpersonal) with the ability to provide support across various mediums (phone, video, in-person).


• Understanding of IT systems, including wired/wireless networks, VoIP, Cloud infrasture, information security, and advanced troubleshooting techniques.


• Strong project management skills with the ability to track and meet deadlines with minimal supervision.


• Ability to maintain professional relationships and handle sensitive data with discretion.


• Capacity to prioritize multiple tasks and demonstrate initiative in all activities.


• Strong aptitude for creating and maintaining standard operating procedures.


• Availability to work nights and weekends as needed.


• Responsibilities and qualifications may change at any time with or without notice.

PREFERRED CERTIFICATIONS (NOT REQUIRED)

• CompTia A+ / Net+


• CompTIA Security+


• Microsoft 365 Fundamentals (MS-900)


• Microsoft Azure Fundamentals (AZ-900)

Responsibilities and qualifications may change at any time with or without notice.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.