IT Service Desk & End User Support·Updated on Nov 13·
Full-timeIrving, TX, USANo salary listedIn-person
About the Job
Requirements
Advanced understanding of Windows operating systems, computer hardware, networking, and security systems.
Exceptional troubleshooting and diagnostic skills for technical and non-technical audiences.
Expertise with remote ITSM support applications and helpdesk software, such as GoTo, Freshservice, and Microsoft Teams.
Excellent time management and organizational skills.
Strong interpersonal and customer service skills, including the ability to explain complex technical concepts to non-technical users.
Familiarity with IT service desk key performance indicators, metrics, and reporting frameworks.
Ability to analyze and categorize data and information in relation to established criteria and standards.
Ability to advise others on applying policies, procedures, and standards to specific situations.
Ability to exercise independent judgment, decisiveness, and creativity in problem-solving.
Ability to work independently and as part of a diverse, fast-paced team.
Ability to understand technical manuals, software specifications, hardware principles of operation, and systems software operations.
Ability to meet regular and punctual attendance requirements.
Responsibilities
Model and reinforce the consistent use of the company's Values Based Leadership tools, models, and processes to align with its vision, values, and mission.
Diagnose and troubleshoot technical issues involving hardware, software, and network configuration.
Develop and implement strategic initiatives to enhance IT service delivery and align it with organizational goals.
Collaborate with senior leadership to understand and address evolving IT support needs.
Act as an escalation point for complex issues and oversee resolution strategies.
Lead initiatives to improve self-service capabilities and reduce service desk workload.
Prioritize and manage multiple open tickets, incidents, and projects simultaneously.
Use active listening and targeted questions to identify the root of problems efficiently.
Document technical knowledge in ticket notes, knowledge base articles, and how-to guides.
Record response times, documentation, and ticket closures against service desk key performance indicators.
Answer calls efficiently to support high customer satisfaction.
Meet service desk key performance indicator targets, including response times, documentation, and ticket closures.
Work through problem-solving with customers and empower them to solve similar issues in the future.
Support positive customer experiences as measured by satisfaction surveys.
Escalate unresolved issues to appropriate internal teams, such as systems, networking, and software development teams.
Coach and support service desk agents and provide input to the service desk manager regarding performance evaluations.
Collaborate with the service desk manager to implement procedures that improve the customer experience.
Assist service desk agents with recommendations to improve skills and efficiency.
Follow applicable safety policies and comply with company policies, procedures, and standards.
Perform other duties as assigned.
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.
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.
Advanced understanding of Windows Operating Systems, computer hardware, networking, and security systems.
Exceptional troubleshooting and diagnostic skills with a focus on technical and non-technical audiences.
Expertise with remote ITSM support applications and Helpdesk software. (e.g., GoTo, Fresh Service, Microsoft Teams).
Excellent time management and organizational skills.
Strong interpersonal and customer service skills, with the ability to explain complex technical concepts to non-technical users.
Familiarity with IT service desk KPIs, metrics, and reporting frameworks.
Ability to analyze and categorize data and information to determine the relationship of the data with reference to established criteria/standards.
Ability to advise and provide interpretation to others on how to apply policies, procedures, and standards to specific situations.
Ability to exercise independent judgment, decisiveness, and creativity in problem-solving.
Ability to work independently as well as a part of a diversified, fast paced team.
Ability to understand technical manuals, software specifications, hardware principles of operations, and systems software operations.