TITLE: Help Desk Lead (Hybrid – DFW, TX)

Direct Hire Opportunity

No Sponsorship

Hybrid - Onsite first 3 months in Irving, then 3 days in office, 2 days remote.

Are you a motivated Help Desk Lead who is looking to join a small but mighty support team? Our client is seeking a sharp, go-getter type that is willing to share their technical knowledge with the team and offer growth and process improvement ideas.

Requirements:

• 3-4 years of overall Desktop Support experience
• 1 year of leadership experience
• Experience supporting using these systems in our client's current environment: Active Directory, DNS, VSphere, 3cx VoIP and Poly Telepresence, Cisco Meraki, VEEAM, Kandji, Atera, Ticketing System Administration (some substitutions for similar products)
• Expertise in troubleshooting networking issues, storage, server, cabling, Mac OS and Windows systems along with specific client applications
• Identify process and procedures to develop more efficient overall processes
• Sets goals and expectations for all daily tasks and projects for the team
• Documents system changes through change management, team process and procedures, and system diagrams
• Strong attention to detail, along with organizational and time management skills are a must for your success

Responsibilities:

• Responsible for the continuous improvement of the day to day responsibilities of the Service Desk, including infrastructure, phone, and desktop support
• Responsible for insuring outstanding service delivery to the overall success of the organization
• Responsible for building and maintaining an environment of service excellence with a passionate focus on customer advocacy and customer satisfaction
• Monitor, mentor, coach and assist team members to deliver quality support
• Develop a dashboard that summarizes the performance and status of IT infrastructure operations and develop procedures that outline how reduce incidents though KPIs, requests, and problems identified, assigned, and managed in the ITSM
• Assists in establishing performance metrics and measurement and reporting of established metrics
• Provide hardware and software technical assistance for support requests related to company computer systems and peripherals
• Support global offices during their off-hours
• Diagnose, troubleshoot, and resolve/escalate issues reported to the help desk
• Monitor, manage, and document all actions and solutions into ticketing system
• Responds to requests via email, in person, or over the phone using remote assistance tools
• Follow up on outstanding requests and ensure timely resolution
• Maintain inventory of company computer equipment and peripherals and supplies

Comprehensive Benefit Package provided