Help Desk Team Lead

With Confidential in Dallas TX US

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Posted on May 16, 2019

About this job

Job type: Full-time
Role: System Administrator


sysadmin, windows, osx

Job description

The primary focus of this position is to provide leadership for the Help Desk team. Leading the team to ensure goals are achieved and maintained.


  • Monitor and analyze Help/Service Desk performance metrics

  • Assist in managing team qualitative and quantitative goals and key SLA’s

  • Identify problem areas

  • Track and analyze trends in Help/Service Desk requests

  • Utilize company application for ticket reporting and various office suite applications with efficiency

  • Devise and deliver solutions to enhance quality of service and prevent future problems

  • Ensure the team is providing the best possible service

  • Manage the processing of incoming support requests to ensure courteous, timely, and effective resolution of end user issues

  • Coordinate and/or perform hands-on fixes at the desktop and server level

  • Assist with escalations.

  • Assist with Team day to day business, training and development

  • Research emerging Help/Service Desk products, services, tools, and practices

  • Build sustainable relationships with peers and stakeholders alike

  • Additional duties assigned by Management


  • Minimum 5 years help desk and Systems Administration experience

  • Be able to work weekends/holidays/nights for on-call rotation

  • High School Diploma required (College degree preferred)

  • Team Lead / Supervisory experience required

  • Excellent verbal and written communication skills

  • Hands on experience and proficiency with Microsoft O365 suite of applications

  • Windows Server 2008 & 2012 experience required

  • Active Directory & Group Policy experience required

  • Windows 10, and troubleshooting OS/application issues

  • MacOS, and troubleshooting OS/application issues

  • Multifactor authentication management & deployment in Office 365

  • Networking concepts & best practices, including routers, switches, VLANs, wireless, etc

Apply here