Make a difference in the community you live in! As a Community Builder—an employee with the City of Gainesville— you will have a direct hand in building and improving your community and making a visible impact on the lives of your neighbors. Working for local government is more than a job, it’s a chance to contribute to community success and to help enhance the Gainesville way of life.
Department:
GG_Technology: GG Information Technology Administration
Salary Range Minimum:
$33.16
Salary Range Maximum:
$53.60
Closing Date:
04/10/2026
Job Details:
This is a senior-level technical and operational position within the Service Desk responsible for providing Tier 3 escalation support, technical leadership, and day-to-day operational continuity. The Senior Service Desk Analyst serves as the highest technical authority within the Service Desk and acts as the operational lead when the Service Desk Manager is unavailable.
The role oversees advanced endpoint management, mobile device platforms, automation initiatives, and lifecycle operations while ensuring service stability, performance, and adherence to ITIL-aligned processes. The Senior Service Desk Analyst provides leadership guidance to Service Desk staff, coordinates complex incidents and cross-functional issues, and drives continuous improvement initiatives that enhance service quality, efficiency, and reliability.
This position operates with a high degree of autonomy within established policies, procedures, and management direction, exercising independent judgment to support Service Desk operations, escalations, and technical leadership.
This is a senior-level technical and operational position within the Service Desk responsible for providing Tier 3 escalation support, technical leadership, and day-to-day operational continuity. The Senior Service Desk Analyst serves as the highest technical authority within the Service Desk and acts as the operational lead when the Service Desk Manager is unavailable.
The role oversees advanced endpoint management, mobile device platforms, automation initiatives, and lifecycle operations while ensuring service stability, performance, and adherence to ITIL-aligned processes. The Senior Service Desk Analyst provides leadership guidance to Service Desk staff, coordinates complex incidents and cross-functional issues, and drives continuous improvement initiatives that enhance service quality, efficiency, and reliability.
This position operates with a high degree of autonomy within established policies, procedures, and management direction, exercising independent judgment to support Service Desk operations, escalations, and technical leadership.
EXAMPLES OF WORK*
*This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job. Performance of lower-level duties may be required.
ESSENTIAL JOB FUNCTIONS
Serves as the primary technical escalation authority for complex endpoint, operating system, application, and enterprise device issues.
Acts as the operational lead for the Service Desk during periods when the Service Desk
Manager is unavailable, ensuring continuity of operations, workload prioritization, and service level performance.
Oversees daily queue health, escalation flow, incident prioritization, and workload balancing to ensure SLA targets and operational objectives are met.
Leads advanced troubleshooting efforts, root cause analysis, and long-term remediation planning for recurring or high-impact issues.
Oversees the administration and operational health of mobile device management platforms, including Microsoft Intune, Apple Business Manager, and Samsung Knox.
Leads automation, scripting, and configuration management initiatives to improve efficiency, consistency, and service quality.
Governs endpoint configuration standards, software packaging practices, and deployment processes within the Service Desk.
Oversees device lifecycle management activities, including asset tracking, procurement coordination, configuration standards, patching, replacement cycles, and decommissioning.
Leads complex Service Desk projects such as major endpoint deployments, platform enhancements, automation rollouts, and operational maturity initiatives.
Coordinates major incidents and cross-functional technical issues with Infrastructure, Information Security, Application, and vendor teams.
Reviews technical metrics, device compliance data, ticket trends, and performance indicators to drive operational improvements and risk reduction.
Establishes and maintains technical documentation standards, SOP governance, and knowledge management quality within the Service Desk.
Provides technical leadership, mentoring, and coaching to Service Desk Analysts and Specialists.
Supports audit readiness, compliance activities, and asset verification efforts related to endpoint and Service Desk operations.
Provides on-site and remote support as required.
Participates in on-call rotation and supports after-hours operational response as needed.
NON-ESSENTIAL JOB FUNCTIONS
Assists in evaluating emerging technologies and recommending enhancements aligned with operational goals.
Supports strategic planning initiatives related to Service Desk tooling, automation, and endpoint lifecycle improvements.
Represents the Service Desk in cross-department technical discussions as assigned.
Performs other related duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. Below are the required education, experience, knowledge, skills and abilities to perform the essential functions.
EDUCATION AND EXPERIENCE
A bachelor’s degree in Information Technology, Computer Science, or a related field is preferred; an associate degree with equivalent experience may be considered. Candidates must possess a minimum of seven (7) to nine (9) years of progressively responsible technical experience supporting endpoint environments, enterprise systems, or service desk operations, including at least three (3) years in advanced technical or lead roles involving endpoint management, automation, mobile device management platforms, or operational leadership. Demonstrated experience leading complex technical initiatives, mentoring technical staff, and coordinating cross-functional technical efforts is required.
CERTIFICATIONS OR LICENSES
Licenses
Must possess a valid State of Florida Driver’s License with an acceptable driving record.
Certifications
Must possess CompTIA A+, Network+, and Security+ certifications.
Advanced certifications in Microsoft, endpoint management platforms, automation, or IT service management are preferred.
KNOWLEDGE, SKILLS, AND ABILITIES
Expert knowledge of endpoint technologies, operating systems, enterprise applications, and mobile device management platforms.
Advanced understanding of ITIL processes, including incident, problem, change, and continual service improvement.
Strong leadership and decision-making abilities within a technical operational environment.
Ability to direct operational priorities, manage escalations, and maintain service continuity.
Advanced troubleshooting, analytical, and root cause analysis skills.
Ability to mentor, coach, and develop technical staff.
Ability to develop and enforce technical standards, documentation practices, and operational procedures.
Strong communication skills for coordinating with leadership, technical teams, vendors, and business stakeholders.
Ability to manage competing priorities in a fast-paced, high-availability environment.
PHYSICAL AND ENVIRONMENTAL REQUIREMENTS
To perform this job successfully, an individual must possess certain physical abilities and be able to withstand work-related environmental conditions.
PHYSICAL REQUIREMENTS
While performing the duties of this job, the employee is regularly required to sit or stand for extended periods of time.
Must communicate orally, see physical surroundings, listen, hear others, respond to oral commands, and demonstrate good communication skills.
May occasionally be required to lift and move network equipment weighing up to 50 pounds.
WORK ENVIRONMENT
Work is primarily performed in an office environment with occasional visits to other City facilities for user support.
May be required to work and attend meetings outside regular business hours.
May be required to participate in on-call rotation and respond to urgent support requests outside of normal business hours, including evenings or weekends.
Must be able to work in temperature-controlled office environments and maintain professional composure in a fast-paced, customer-focused setting.
Note:
May Require Assessment(s).
May fill multiple positions.
May establish an eligibility list.
Come join our team! The City of Gainesville offers a competitive benefits package and opportunities to grow both professionally and personally.
All ‘regular’ employees are eligible for traditional benefits such as health insurance, life insurance, paid leave, 11 paid a holidays a year, a pension plan and a deferred compensation plan, but we also offer great things like on-site fitness centers, tuition reimbursement, on-site medical staff and a wellness program to keep you healthy and happy.Please note; benefits are not available for temporary employees.
Equal Opportunity
The City of Gainesville is an equal opportunity/affirmative action employer and does not discriminate in hiring. Minorities, women and individuals with disabilities are encouraged to apply. Individuals with a disability, who require special accommodations during the selection process, should notify the Human Resources Department at 352-334-5077 or TDD/TTY at 352-334-2292.
Veterans' Preference
Veterans are encouraged to apply. Veterans’ Preference ensures that veterans and eligible persons are given consideration at each step of the selection process. However, preference does not guarantee that a veteran or other eligible person will be the candidate selected to fill the position. Section 295.07, Florida Statutes (F.S.) specifies who is eligible for Veterans’ Preference. State of Florida residency is not required for Veterans’ Preference.
If you are unable to apply online due to a disability, contact recruiting at HR@cityofgainesville.org or by calling 352-334-5077.
Ranked as #1 city to live on Livability.com’s Top 100 Best Places to Live list, #1 on Zippia’s Best City to Start Your Career, #42 Best City to Live in America and #9 Ten Best College Towns, the City of Gainesville serves as the cultural, educational, and commercial center of the north central Florida region. The City of Gainesville has a Commission-Manager form of government and employs roughly 2,200 employees, making it one of the largest employers in the region.
In addition to providing a full range of municipal services, the city owns a regional transit system, a municipal airport, a 72-par championship golf course and a utility. The Gainesville metro area population is more than 339,000 people. Geographically, Gainesville consists of approximately 63 square miles. Gainesville is nationally-recognized as a great place to live and raise a family due in large part to the University of Florida and Santa Fe College, as well as its central location in the state of Florida, putting its citizens within a few hours’ drive of Orlando, Tampa, Sarasota and Florida’s award-winning beaches.
To learn how to become a part of the city’s exceptional team, visit our current vacancies at https://www.gainesvillefl.gov/Employment-Pages/Employment/Careers.
