CarGurus · 2 weeks ago
Senior IT Service Desk Analyst
Boston, MA
Full-time
Hybrid
Mid, Senior Level
$71K/yr - $90K/yr
5+ years expCarGurus is the largest and fastest-growing automotive marketplace, dedicated to providing trust and transparency in car shopping. They are looking for a Senior IT Service Desk Analyst to join their Global IT Team, where the role involves solving complex technical issues, mentoring junior team members, and driving operational excellence across their technology landscape.
AutomotiveClassifiedsPrice ComparisonShopping
Responsibilities
Demonstrate flexibility to cope with changing demands based on business priority
Serve as the senior escalation point for complex technical issues across endpoints, network connectivity, application support, and identity management, ensuring timely resolution and root cause documentation
Mentor and provide technical leadership to junior team members, fostering skill development, knowledge sharing, and adherence to ITIL-aligned best practices
Drive incident, problem, and change management processes, ensuring high-impact issues are properly communicated, escalated, and resolved with minimal business disruption
Develop, document, and maintain technical runbooks, knowledge base articles, and automation scripts to improve efficiency and scalability of IT operations
Lead proactive service improvement initiatives, using metrics and feedback to optimize user experience, performance, and reliability
Manage and support enterprise collaboration and endpoint management tools, including MDM (e.g., Jamf, Intune), identity platforms (SailPoint/Okta), and remote access solutions (VPN, VDI)
Administer and support SaaS and cloud applications such as Google Workspace, Microsoft 365, Slack, and other business-critical tools
Implement and maintain endpoint security and compliance standards, working closely with the Security team to ensure data integrity and regulatory compliance
Contribute to strategic IT projects, such as office builds, infrastructure refreshes, and technology rollouts, collaborating with vendors and internal stakeholders
Monitor technology trends and make recommendations for adoption or integration of innovative solutions aligned with business and security objectives
Develop and deploy automation tools and scripts (Python, PowerShell, JavaScript, etc.) to streamline onboarding, patching, and asset lifecycle management
Manage user lifecycle processes including onboarding, offboarding, and access control, ensuring compliance with governance policies
Participate in on-call rotation and provide after-hours support when required to maintain operational continuity
Qualification
Required
5+ years of progressive IT experience, including at least 2 years in a senior or escalation role within a corporate Service Desk or Desktop Engineering environment
Deep expertise in macOS, Windows, and Linux administration, including endpoint management, imaging, and configuration
Strong scripting and automation skills (Python, PowerShell, Bash, JavaScript) for workflow automation, system monitoring, and reporting
Hands-on experience with enterprise management tools such as Jamf Pro and Intune
Proficiency with identity and access management (IAM) solutions (Okta, or similar), MFA, and SSO implementations
Familiarity with networking fundamentals, including DNS, DHCP, VPNs, and VLANs, with the ability to troubleshoot connectivity and performance issues
In-depth understanding of ITIL processes and experience implementing Service Management best practices via Jira Service Management or similar ITSM platforms
Strong analytical and problem-solving abilities, with the capability to perform detailed root cause analyses and propose preventive measures
Exceptional communication skills, able to interface confidently with executive leadership and non-technical users alike
Proactive mindset with demonstrated ability to lead projects, improve systems, and influence IT strategy through data-driven insights
Associate's or Bachelor's degree in Information Systems, Computer Science, or related field—or equivalent professional experience
Preferred
Relevant certifications (e.g., CompTIA A+/Network+, ITIL Foundation, Jamf Certified Tech/Admin, Microsoft Certified: Modern Desktop Administrator, or equivalent) strongly preferred
Benefits
Equity for all employees
Career development and corporate giving programs
Employee resource groups (ERGs) and communities
Flexible hybrid model
Robust time off policies
Daily free lunch
New car discount
Meditation and fitness apps
Commuting cost coverage
Company
CarGurus
CarGurus is an online automotive destination that assists users in contacting sellers and comparing local listings for new and used cars.
1001-5000 employees
H1B Sponsorship
CarGurus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (37)
2024 (38)
2023 (36)
2022 (50)
2021 (27)
2020 (23)
Funding
Current Stage
Public CompanyTotal Funding
$1.75M2022-08-11Post Ipo Secondary
2017-10-11IPO
2017-08-16Series A· $1.75M
Leadership Team
Jason Trevisan
Chief Executive Officer
Ben Kasdon
Vice President, Product
Recent News
2025-12-30
Investor's Business Daily
2025-12-16
MarketScreener
2025-12-09
Company data provided by crunchbase