Senior Service Desk Analyst

Matillion is The Data Productivity Cloud.

We are on a mission to power the data productivity of our customers and the world, by helping teams get data business ready, faster. Our technology allows customers to load, transform, sync and orchestrate their data.

We are looking for passionate, high-integrity individuals to help us scale up our growing business. Together, we can make a dent in the universe bigger than ourselves.

We are now looking for Senior Service Desk Analyst to join #Team Green

Role Purpose

Matillion takes a SaaS-first approach, leveraging a diverse range of technology stacks across multiple business functions. As part of our Security & IT team, this role is crucial in ensuring seamless daily operations and first-class technical support for our internal users.

As a Senior Service Desk Analyst, you will be responsible for triaging, troubleshooting, and resolving complex technical issues while providing hands-on support to Matillion employees. Beyond incident resolution, you will play a key role in mentoring junior team members, maintaining documentation and knowledge base articles, and driving continuous improvement initiatives to enhance service delivery.

Additionally, you will contribute to strategic IT projects that support the company’s growth, optimising business operations and IT processes.

This role requires a proactive, solutions-focused mindset and the ability to work effectively in a fast-paced environment. To support our office infrastructure and team members, you will need to be based in our Manchester city centre office at least three days a week.

What you will be doing

• Technical Escalation & Support – Act as the first escalation point for technical queries and provide stakeholder support in a customer-facing capacity.
• Mentoring & Leadership – Lead and mentor a team of Service Desk Analysts, ensuring efficient triage, resolution, and continuous improvement of incoming tickets, including knowledge base creation.
• Incident & Trend Analysis – Monitor and analyse ticket trends, identifying underlying problems and ensuring effective incident, service request, change request, and problem management.
• Device & SaaS Management – Troubleshoot Windows and MacOS issues using MDM platforms (Jamf, Crowdstrike, Microsoft Intune) and manage core SaaS platforms such as GSuite, Zoom, Slack, and Atlassian.
• Compliance & User Provisioning – Ensure IT assets comply with governance policies throughout their lifecycle and collaborate with PeopleOps for seamless user onboarding and offboarding.
• Communication & Continuous Improvement – Maintain clear communication with end-users, vendors, and suppliers while driving innovation, automation, and process optimisation within the ITIL framework.

What we are looking for

• IT Infrastructure & Troubleshooting – Strong ability to independently manage and troubleshoot cloud-based and physical IT infrastructure, including Okta, Google Workspace, Atlassian Suite, Zoom, Slack, Jamf, and Intune.
• Service Delivery & Problem Resolution – Proven track record of resolving technical issues promptly with a strong focus on customer service excellence and incident/problem management.
• Leadership & Mentorship – Experience mentoring team members, leading sprint meetings, and managing service desk operations, including scheduling and escalations.
• Process Documentation & Compliance – Skilled in documenting processes, maintaining a knowledge base, and overseeing onboarding/offboarding procedures to ensure compliance.
• Vendor & Stakeholder Management – Experience handling vendor negotiations, managing escalations, and confidently engaging with diverse audiences.
• Project Management & Certifications – Previous experience in project management is beneficial, and certifications in ITIL, ITSM, or relevant SaaS products are a plus.

At Matillion, we are committed to providing compensation in line with market standards based on the role, job family, job level and country. This role’s estimated annual salaried pay range for this position is £35,200 – £52,800. The final salary will be based on your relevant skills, experience, and qualifications demonstrated in the hiring process.

Matillion has fostered a culture that is collaborative, fast-paced, ambitious, and transparent, and an environment where people genuinely care about their colleagues and communities.

Our 6 core values guide how we work together and with our customers and partners. We operate a truly flexible and hybrid working culture that promotes work-life balance, and are proud to be able to offer the following benefits:

• Company Equity
• 30 days holiday + bank holidays
• 5 days paid volunteering leave
• Health insurance
• Life Insurance
• Pension
• Access to mental health support

More about Matillion

Thousands of enterprises including Cisco, DocuSign, Slack, and TUI trust Matillion technology to load, transform, sync, and orchestrate their data for a wide range of use cases from insights and operational analytics, to data science, machine learning, and AI.

With over $300M raised from top Silicon Valley investors, we are on a mission to power the data productivity of our customers and the world.

We are passionate about doing things in a smart, considerate way. We’re honoured to be named a great place to work for several years running by multiple industry research firms.

We are dual headquartered in Manchester, UK and Denver, Colorado.

We are keen to hear from prospective Matillioners, so even if you don’t feel you match all the criteria please apply and a member of our Talent Acquisition team will be in touch. Alternatively, if you are interested in Matillion but don’t see a suitable role, please email talent@matillion.com.

Matillion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all of our team. Matillion prohibits discrimination and harassment of any type. Matillion does not discriminate on the basis of race, colour, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.

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