IT Service Desk Lead Job Irving area,Texas USA,IT/Tech

IT Service Desk Lead

Department: Information Technologies (IT)

Employment Type: Full Time

Location: Irving

Description 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.

Essential Functions

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.

Knowledge, Skills, and Abilities

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…