Service Desk Reporting and Metrics Analyst

DecisionPoint seeks a Service Desk Reporting and Metrics Analyst to deliver analytics, performance insights, and operational intelligence in support of a large federal and DoD-aligned IT environment. This role is responsible for producing key performance indicators (KPIs), service level agreement (SLA) tracking, trend analysis, root cause analytics, and customer satisfaction reporting that directly inform leadership decisions and service delivery improvements. 

The Analyst will work closely with Service Desk, engineering, cloud, and cybersecurity teams to build reporting dashboards, automate data pipelines, and generate actionable insights for high-visibility mission support operations. 

This position is fully remote. 

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

The Service Desk Reporting and Metrics Analyst will: 

• Produce daily, weekly, monthly, and quarterly reporting on SLAs, KPIs, service quality, and operational performance. 

• Analyze ticket volume, queue performance, resolution times, escalation trends, backlog patterns, and incident drivers. 

• Conduct root cause analysis for repeated incidents, delays, customer dissatisfaction, and operational inefficiencies. 

• Build and maintain dashboards and automated reporting solutions using business intelligence tools. 

• Provide insights on customer satisfaction surveys, sentiment indicators, and feedback trends. 

• Track problem tickets, change activity, and environment events that affect service performance. 

• Deliver narrative summaries and executive-ready reporting with clear visualizations and recommendations. 

• Partner with Service Desk leadership to refine operational metrics and identify improvement opportunities. 

• Support data governance, quality checks, and reporting standards across Service Desk functions. 

• Maintain documentation of reporting processes, metric definitions, and data sources. 

Clearance Requirement 

Must hold an active Secret clearance, supported by a Tier 3 background investigation. 

Education (Required) 

Bachelor’s degree in Analytics, Business Intelligence, Information Technology, or a related field. 

Experience (Required) 

• Minimum 4 years of experience in service desk analytics, business intelligence, IT operations reporting, or similar roles. 

• Experience generating KPI and SLA metrics for IT support environments. 

• Experience conducting root cause, trend, or operational performance analysis. 

• Experience building dashboards or reports using BI or analytics platforms. 

• Experience working with ITSM systems and service desk workflows. 

Technical Knowledge (Required) 

• Strong understanding of KPI frameworks, SLA models, and service desk performance metrics. 

• Experience with data visualization and BI tools (e.g., Power BI, Tableau). 

• Familiarity with ITSM ticketing platforms and reporting modules. 

• Understanding of ITIL processes and how they shape service operations. 

Technical Knowledge (Preferred) 

• Experience supporting DoD or federal IT programs. 

• Experience with scripting or automation to streamline reporting workflows. 

• Knowledge of data quality, data validation, and data governance practices. 

Certifications 

Preferred: 

• ITIL v4 Foundation 

Skills 

• Strong analytical and critical thinking abilities. 

• Ability to interpret operational and technical data for leadership audiences. 

• Excellent written and visual communication skills for reporting and presentations. 

• Strong attention to detail and commitment to data accuracy. 

• Ability to multitask and manage multiple reporting requests in a fast-paced environment. 

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.