ID#: 967482e708531000c5a019abd5cf0001
Category: Information Technology
Position Type: Full time


The primary aim is for the Tech Service Desk Lead to supervise IT Helpdesk Technicians, ensuring consistent delivery of exceptional user support through mentoring, coaching, and training. The Tech Services Lead will handle escalations, using them as opportunities to develop junior team members' skills in addressing a variety of IT-related issues.

Key Responsibilities: The Tech Service Desk Lead will collaborate with the IT Technical Service Manager on projects aimed at enhancing the end users' experience and increasing productivity in the IT Helpdesk department. Reporting on key activities and proposing solutions to improve Help Desk operations is also part of the role. Leveraging their experience, the Lead will mentor junior members, teach fundamental aspects of the job, assign tasks, and assess performance levels. Meeting user expectations, monitoring performance indexes (such as incoming/outgoing calls and open tickets) and working with the IT Technical Services Manager to brainstorm ideas for improvement are crucial aspects of the role. Reporting all activities and observations to the IT Technical Services Manager and contributing to issue resolutions is also part of the responsibility.

Key Competencies and Skills Required:

  • In-depth knowledge of all applications used by the help desk.
  • Excellent written and verbal communication skills.
  • Strong understanding of customer relations and management.
  • Time management and analytical skills.
  • Effective leadership skills.
  • Proximity to DFW, Texas, or willingness to relocate.

Minimum Qualifications:

  • High school diploma; additional years of experience may substitute for a degree.
  • Excellent communication, presentation, and interpersonal skills with technical and non-technical audiences.
  • Strong ITSM experience, particularly with the ServiceNow system.
  • General awareness of Windows Operating Systems, Core Apps (Browser, Outlook, Excel, Word, etc.), O365, Active Directory, and OKTA.

Preferred Qualifications:

  • Bachelor's degree with 2+ years of IT Service Desk team lead experience.
  • Strong ITSM experience, particularly with the ServiceNow system.
  • A+ certification

Following is a list of physical and mental requirements identified as necessary to achieve the essential functions of this role:

  • Attendance – Ability to maintain the scheduled days and hours, including onsite presence at the assigned location as specified.
  • Physical Capacities – Lift up to 25 pounds on occasion, sitting and standing for extended periods.
  • Operation of Office Equipment — Job requires operation of equipment common to office settings, including computers, copiers, and other office equipment, including Near Vision, Manual Dexterity, and working in proximity to equipment.
  • Oral Communication Skills – Speaking, Speech Clarity, and Speech Recognition.
  • Written Communication Skills – Writing, Reading and Written Comprehension, and Written Expression.
  • Mental Capacities – Achievement/Effort, Active Listening, Adaptability/Flexibility, Analytical Thinking, Attention to Detail, Category Flexibility, Concern for Others, Cooperation and Coordination, Critical Thinking, Deductive Reasoning, Dependability, Independence, Inductive Reasoning, Information Ordering, Initiative, Innovation, Maintenance of Relationships, Integrity, Oral Comprehension and Expression, Problem Sensitivity, Selective Attention, Self-Control, Service Orientation, Social Orientation, Social Perceptiveness, Stress Tolerance, Support, and Time Management. 

Our commitment to excellent customer service is just part of our story.  We’re also dedicated to supporting our most valuable asset, our associates! One of the ways we do this is by offering a variety of high-quality benefits for our associates and their families.

All full-time associates are eligible for the following benefits:

  • Medical and Dental Insurance

  • Flexible Spending Accounts and Health Savings Accounts

  • Company-paid Life Insurance

  • Short Term Disability

  • 401(k) Plan

  • Paid Time Off (PTO) – plus paid holidays

  • Parental Leave

Voluntary benefits:

  • Vision

  • Long-term Disability

  • Voluntary Life and AD&D Insurance

  • Additional Voluntary Benefits through Corestream

We're an equal opportunity employer and we welcome diversity and inclusion! Reece USA is an Equal Opportunity Employer— Employer Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, and any other status protected by law.

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