IT Service Desk Lead

HOLT Group•Irving, TX

24d•Onsite

About The Position

The IT Service Desk Lead is responsible for overseeing and enhancing IT Service Desk operations, aligning support strategies with organizational objectives, and driving continuous improvement initiatives. This role provides leadership in developing and executing service desk policies, supports executive-level IT needs, and collaborates with senior leadership to deliver exceptional customer experiences. The incumbent in this position is expected to model the following practices daily: Demonstrated alignment with the company's mission and core business values; Collaboration with key internal/external resources and Ongoing self-development.

Requirements

High school diploma or equivalent required; bachelor’s degree in computer science, Information Technology, or a related field is preferred.
Minimum of 6+ years’ experience in Technical Support, Desktop Support, or a similar role.
Technician or similar role is required.
Certification in Microsoft, CompTIA A+/Network+ or similar technology is strongly preferred.
Up to 25%, to include overnight stays, may be required.
Valid driver’s license required.
Provides functional leadership and mentorship to service desk agents, including oversight of performance evaluations and professional development.

Nice To Haves

bachelor’s degree in computer science, Information Technology, or a related field is preferred.
Certification in Microsoft, CompTIA A+/Network+ or similar technology is strongly preferred.

Responsibilities

Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission.
Diagnoses and troubleshoots technical issues, hardware, software, and network configuration.
Develops and implements strategic initiatives to enhance IT service delivery and align with organizational goals.
Collaborates with senior leadership to understand and address evolving IT support needs.
Acts as a point of escalation for complex issues and oversees resolution strategies.
Diagnoses and troubleshoots technical issues, hardware, software, and network configuration.
Leads initiatives to improve self-service capabilities and reduce overall service desk workload.
Prioritize and manages several open tickets/incidents and/or projects at one time.
Utilizes active listening skills, in addition to targeted questioning, to understand the root of the problem quickly and efficiently.
Documents technical knowledge in the form of ticket notes, Knowledge Base articles and How To’s.
Records positive response times, documentation and closure of tickets which will be measured against Service Desk Key Performance Indicators.
Answers calls efficiently and effectively to ensure a high level of customer satisfaction.
Consistently meets target Key Performance Indicators in a Service Desk Environment to include, but not limited to, response times, documentation, and closure of tickets.
Works through the problem-solving process with customers, empowering them to do the same in the future.
Ensures a positive experience for customers as measured via customer satisfaction surveys.
Properly escalates unresolved issues to appropriate internal teams (e.g., Systems, Networking, Software Developers, etc.)
Provides coaching and support to Service Desk Agents and provides input regarding Performance Evaluations to the Service Desk Manager.
Collaborates with Service Desk Manager on implementing procedures meant to improve the customer experience.
Assists Service Desk Agents with recommendations on enhancing skillsets and improved efficiencies.
Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards.
Requires regular and punctual employee attendance.
Performs other duties as assigned.