IT Help Desk Team Lead

4 weeks ago

Dallas, Texas, United States West Shore Full time

We are a nationwide home remodeling brand on a mission to build something that has never been done before. To achieve this, we need a high level of imagination, commitment, and determination from our team members. We are proud to have earned the 2023 Top Workplaces USA award as one of the nation's top employers, and we are committed to maintaining a culture that values our employees.

Job Summary

We are seeking an IT Help Desk Team Lead to join our team in Irving, TX. As a key member of our IT team, you will assist the IT Support Manager in growing and maintaining a team of Help Desk Technicians to ensure the team is resolving issues for end users.

Key Responsibilities
  • Train 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.
Requirements
  • 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+ years of experience working with end users in technical troubleshooting and customer service, working independently with infrequent escalation to team and manager.
What We Offer
  • 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 and leadership development opportunities.
  • Unlimited professional and personal growth potential.
About Us

West Shore Home is a technology-enabled home improvement powerhouse with over 2,500 employees across 16+ states. We are committed to staying true to our roots with a customer-first mindset and an employee-centric culture. We operate at our best when every employee works to achieve their individual potential, and we actively invest in our people by providing the structure and support to challenge them as they grow professionally and offering tools to achieve personal satisfaction.

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