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IT Help Desk Team Lead

1 month ago

Dallas, United States West Shore Full time

We are on a mission to do something that has never been done before - to build the first nationwide home remodeling brand. That requires a high level of imagination, commitment, and determination from people who take extreme ownership of their circumstances. We are proud that our commitment to culture has earned us the 2023 Top Workplaces USA award as one of the nation's top employers, as well as distinct recognition in the following categories: Leadership, Purpose & Values, and Compensation & Benefits.

IT Support Team Lead

As our nationwide growth accelerates, our IT Team in Irving plays a key role in driving forward our mission of Bringing Happiness to Every Home®.

As an IT Support Team Lead at West Shore Home®, you will contribute to this mission by assisting the IT Support Manager in growing and maintaining a team of Help Desk Technicians to ensure the team is resolving issues for end users.

What You'll Contribute

In this role, you can expect to:

  • Responsible for training new IT Help Desk Technicians and Support staff in our business process and systems including Microsoft 365, Jira, Salesforce, Meraki, and other Company Systems.
  • Work with the IT Support Manager to recommend customized training of the Support staff as needed.
  • Collaborate with the IT Support Manager to grow and maintain a strong team of IT Help Desk Technicians, mentoring and developing resources to build skills and progress to higher levels within the organization.
  • Own special projects such as audits, investigations, documentation as well as participate in software patching and vulnerability remediations as assigned.
  • Monitor, measure and provide reporting on Help Desk metrics to ensure team members are meeting expectations.
  • Responsible for Level II and III category issues as assigned, based on overall complexity and/or team capacity.
What It Takes to Succeed

At West Shore Home, we are Default Aggressive towards our goals and take Extreme Ownership of our results. We'll provide you with the training and tools to set you up for success, and we hope that you'll bring:
  • High School Diploma or equivalent required.
  • 2-4-year degree or higher in computer science, information technology or related field is preferred.
  • Proficient in Microsoft Office and ancillary systems
  • Azure Fundamentals and Microsoft 365 Fundamentals or equivalent certifications preferred.
  • 2+ years of demonstrated and progressive experience in the Microsoft management platforms.
  • 2+ year of experience working with end users in technical troubleshooting and customer service working independently with infrequent escalation to team and manager.
We Invest in YOU

We believe that when employees know they are valued and safe, they'll bring their best efforts every day. That is why we go above and beyond to ensure that our teammates know just how much they mean to us, and we are proud to have earned Top Workplaces USA for Compensation & Benefits recognition.

We've got you covered with:
  • Multiple health insurance options (medical, dental, vision, accident, life, critical illness, and short- and long-term disability)
  • 401K retirement plan with company match
  • Paid holidays and paid time off (PTO)
  • Continued training & leadership development opportunities
  • Unlimited professional and personal growth potential
More to Know
  • Schedule: Monday-Friday, 8-4:30PM and Saturday on call rotation.
  • Location: Irving, TX


Our Growth Story

What started as a local window & door replacement company in a small Pennsylvania suburb has grown into a technology-enabled home improvement powerhouse with over 2,500 employees across 16+ states. With continued national expansion plans, we have committed ourselves to staying true to our roots with a customer-first mindset and an employee-centric culture. While we come from different backgrounds and experiences, we are aligned by our values and are driven by a common goal - becoming America's Most Admired Home Remodeling Brand®.

We operate at our best when every employee works to achieve their individual potential. To facilitate this, West Shore Home actively invests in our people by providing the structure and support to challenge you as you grow professionally and offering tools to achieve personal satisfaction. If you are looking to unlock your potential and find out what you are truly capable of, there is no better place to do so.

It is the policy of West Shore Home to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.