Serve as the primary queue manager for the Business Operations Freshservice service desk
Provide Tier 1 support for common, well-defined business systems requests
Support other firmwide service groups that utilize ticketing platforms
Maintain accurate ticket records and generate regular queue reports

1+ year of experience in a service desk, helpdesk, customer support, or administrative operations role
Familiarity with ticketing or queue management platforms (Freshservice, ServiceNow, Zendesk, Jira, or similar)
Excellent written and verbal communication skills
Strong attention to detail
Proficiency with Microsoft 365
Must possess a valid driver’s license and have active personal automobile liability insurance by the first day of employment
Experience with Freshservice or ITIL-based service desk frameworks a plus

Business Operations Analyst I

Key skills