Global Service Desk Lead — Advanced IT Support & Mentoring

Socket.dev; Houston (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K plan

Paid holidays

Paid time off

Job summary

PROENERGY is seeking a Sr. Service Desk Analyst in Houston to deliver advanced end-user technical support across global operations.

You will act as a technical escalation point, mentor junior analysts, and help develop enterprise-wide service standards and knowledge bases. You will lead efforts in problem resolution, contribute to knowledge management, and coordinate with IT leadership on user experience and technology adoption strategies.

Qualifications

• US work authorization is required.
• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 5+ years of progressive helpdesk or end-user support experience.

Responsibilities

• Provide Level 2 technical support for complex hardware, software, and network issues.
• Mentor and coach junior service desk analysts.
• Develop knowledge resources and self-service documentation.
• Coordinate with vendors and IT teams for escalated issues affecting critical systems.
• Ensure high customer satisfaction and adherence to SLAs.

Skills

Customer service

English fluency

Team mentoring

Education

Bachelor’s degree in IT/CS or related field

Tools

Microsoft 365

TeamViewer/Remote Desktop

ServiceNow

Remedy

Job description

PROENERGY is seeking a Sr. Service Desk Analyst in Houston to deliver advanced end-user technical support across global operations.

You will act as a technical escalation point, mentor junior analysts, and help develop enterprise-wide service standards and knowledge bases. You will lead efforts in problem resolution, contribute to knowledge management, and coordinate with IT leadership on user experience and technology adoption strategies.