IT Service Desk Lead 3.2 3.2 out of 5 stars Dallas, TX 75212

Job Title:

Service Desk Lead Location:

100% Onsite | Dallas, TX 75212

Job Type:

Direct Hire Salary:

$54,745.00

Background Requirements:

Must pass a Criminal Justice Information Systems (CJIS) background check and pre-employment screenings upon hire. The Service Desk Agent Team Lead will be responsible for leading, monitoring, and overseeing the daily functions of the Service Desk. You will assist the Service Desk manager in achieving team and individual goals, fostering a collaborative and high-performing environment. Joining our dynamic team offers you the unique opportunity to become an owner in our thriving, employee-owned company through our generous Employee Stock Ownership Plan (ESOP). This means you will directly share in the company's profits and have a vested interest in its long-term success. We also offer incredible benefits, including unlimited PTO, and the chance to contribute to meaningful projects within the public sector.

Team Lead Responsibilities:

Recruits, interviews, hires, and trains Service Desk staff. Assist Service Desk manager in coordinating and delegating the responsibilities of the Service Desk and acts as an escalation point. Lead in group conversations (Team meetings)/Teams chat. Create / run custom built reports and assist in identifying trends. Assisting Service Desk Technicians with technical and non-technical questions. Review assignments for accuracy and quality. Monitor team performance and report on metrics. Motivate, mentor and coach team members. These Responsibilities are not limited to but can include Service Desk Technician Responsibilities as they will be required to assist with phone calls and work on tickets as they come into the Service Desk. Those responsibilities are as listed.

Service Desk Technician Responsibilities:

Day to Day operations will require responding to service desk tickets in Service Now, phone calls, and Self-service tickets. Troubleshoot technical problems regarding hardware, software, and network issues. Provide various software installation support on Customer Devices such as Outlook client email configuration and troubleshooting support. Provide current and future operating systems via remote desktop. Communicate with technical and non-technical end users to resolve issues or to quickly teach the basics of a software program. Coordinate end-user access to systems, create user accounts, grant access to printers, share drives, VPN or disable user accounts. Aid customer in a resourceful polite manner while exhibiting an excellent customer service attitude. Perform basic network trouble shooting tests to verify connectivity to systems. Setup, troubleshoot, and maintain all company hardware and software, including Microsoft Office 365, Microsoft Office Suite (Word, Excel, PowerPoint), Proprietary Systems support, password resets, email accounts, and Active Directory. Keep up to date with current technology. Actively seek ways to improve service delivery/customer interactions. Collaborating with other support teams internally and externally.

Experience & Education:

2+ years of experience in an IT Helpdesk, Service Desk or Desktop Support related position. 2+ years troubleshooting various hardware, software and basic networking issues. 1+ years of experience in a lead and/or supervisory position is highly preferred. Previous experience with support of a 24 / 7 / 365 Service Desk highly preferred. Basic Network Administration skills. CompTIA A+ Certification or equivalent IT Certifications Preferred. High school diploma or equivalent.

Additional Requirements:

Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Strong analytical and problem-solving skills. Self-starter with the ability to think and work independently Proficient with Microsoft Office Suite or related software. Proficient with or the ability to quickly learn an array of computer hardware and software. Flexibility to work outside the job description when the need arises Prolonged periods sitting at a desk and working on a computer. GTS Technology Solutions, Inc. is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. As part of our hiring process, we conduct background checks on all final candidates. These checks are conducted in compliance with the guidelines set forth by the U.S. Equal Employment Opportunity Commission (EEOC). We ensure that the information obtained from background checks is used fairly and does not unlawfully discriminate against any individual.

Job Types:

Full-time, Permanent Pay:

$54,745.00 per year

Benefits:

Dental insurance Health insurance Life insurance Paid time off Parental leave Professional development assistance Tuition reimbursement Vision insurance

Schedule:

8 hour shift Day shift Monday to

Friday Experience:

IT Helpdesk, Service Desk or Deskside Support:

2 years (Required) troubleshooting hardware/software & basic networking issues: 2 years (Required) supervising or leading a team: 1 year (Preferred) Ability to

Relocate:

Dallas, TX 75212: Relocate before starting work (Required)

Work Location:

In person