Help Desk Team Lead

D.R. Horton•Arlington, TX

19h•Onsite

About The Position

D.R. Horton, Inc. is seeking a Help Desk Team Lead to oversee IT support activities for end-user hardware, software, and other IT issues. The role provides leadership to the Help Desk Team through technical expertise, motivation, support, and advice, and requires compliance with company procedures. The position is in-office Monday through Friday and includes on-call availability after hours and on weekends, overtime, and overnight travel as needed. The Team Lead oversees the Help Desk workflow and service levels, trains and mentors team members, monitors calls and provides coaching, and assists the manager with special assignments. The role also provides technical support to end users and external vendors through phone, webchat, and in-person channels; researches and resolves advanced network, hardware, software, and account issues; documents and tracks work; and follows up with users to ensure timely resolution. Additional duties include producing reports and technical documentation, leading meetings and projects, supporting division office moves, covering for division IT personnel and the manager as needed, and providing escalation and executive support. D.R. Horton describes itself as the largest homebuilder in the U.S. The company was founded in 1978 and is publicly traded on the New York Stock Exchange. It builds and sells homes and provides mortgage financing and title services through subsidiaries.

Requirements

High school diploma or GED.
One-year certificate from a college or technical school.
Ten or more years of related experience and/or training in an IT support environment.
Extensive experience and knowledge of Microsoft Windows current-version operating systems, Microsoft Active Directory, Microsoft Exchange current version, Print Services, and Microsoft Office current version.
Experience with VNC, Cisco AnyConnect, or other remote connectivity software.
Windows, Android, and Apple phone support experience.
Ability to adapt to a constantly changing, fast-paced environment.
Ability to troubleshoot all aspects of computer components.
Experience replacing basic components of various makes and models of system and printer hardware.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before a variety of audiences.
Proficiency with MS Office and email.
Ability to frequently lift and/or move up to 50 pounds.
Ability to work overtime and travel overnight.
Availability for after-hours and weekend on-call coverage.
Ability to work in the office Monday through Friday.

Nice To Haves

CompTIA A+, Network+, CCNA, CCNE, Microsoft certifications, ITIL, or similar certification.
PowerShell automation scripting experience.
Prior project management experience.

Responsibilities

Oversee workflow and production of the Help Desk Team.
Serve as the Help Desk Team’s technical subject matter expert.
Ensure team members have current knowledge of internal policies and procedures.
Provide technical training and mentorship to team members, including new-hire and recurring training.
Monitor calls and provide constructive feedback and coaching.
Assist the manager in establishing and coordinating special Help Desk assignments.
Provide phone, webchat, and in-person support to end users and external vendors on IT issues.
Research and resolve advanced network, hardware, and software application issues.
Document and track issue details, status, and resolution using the help desk tracking application.
Communicate and follow up with users while resolving issues and ensure timely completion.
Complete work orders and document each step of the troubleshooting process.
Administer and troubleshoot user accounts across multiple systems.
Provide executive support and escalation support as requested.
Write technical documentation and workflows for review and implementation.
Lead special projects and complete them accurately and within established deadlines.
Plan and run meetings and provide technical expertise and support as requested by leadership.
Monitor real-time service levels and adjust assignments proactively to meet service-level goals.
Use a FIFO workflow to ensure work orders are processed on time.
Collect data and prepare and deliver daily and weekly reports as defined by leadership.
Conduct business professionally and ethically to serve customers and increase company goodwill and profit.
Participate in the team’s on-call rotation and provide additional coverage as needed, including after-hours and weekend availability.
Assist with division office moves.
Fill in for division IT personnel as needed.
Cover for the manager when the manager is out of the office or on vacation.
Serve as a point of contact for leadership as needed.
Work overtime and travel overnight as needed.