Help Desk Lead

Kforce Inc; Houston (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

HSA

FSA

401(k)

Life Insurance

Disability Insurance

ADD insurance

Paid time off

Job summary

Kforce Inc is seeking a Helpdesk Lead to oversee daily IT Helpdesk operations for employees, contractors, and field personnel in Houston, TX. You will manage ticket queues, prioritize incidents, and serve as an escalation point to improve end-user support.

The role requires 5+ years in IT support, strong Microsoft 365 and AD skills, and the ability to mentor staff in a fast-paced environment. On-site role with comprehensive benefits and career growth opportunities.

Qualifications

• Bachelor's degree or equivalent experience in IT, CS or related field.
• 5+ years of IT support experience.
• Strong experience with Microsoft 365, Entra ID/Azure AD, Intune, Windows OS, Active Directory, and endpoint technologies.
• Experience with ITSM/ticketing platforms.
• Strong troubleshooting, communication, organization, and prioritization skills.
• Ability to mentor technical staff in a fast-paced environment.

Responsibilities

• Coordinate daily Helpdesk activities, ticket assignment, and issue resolution.
• Provide hands-on technical support for escalated issues.
• Maintain support documentation, procedures, and knowledge base materials.
• Monitor ticket volume, response times, resolution times, and backlog.
• Mentor Helpdesk staff and promote a customer-focused support culture.
• Support Microsoft 365, Windows workstations, mobile devices, printers, conferencing tools, and business applications.
• Coordinate support for remote users, field locations, and operational sites.
• Assist with incident response, vendor coordination, procurement, and asset tracking.
• Participate in on-call support as needed.

Skills

Customer service

Team leadership

Prioritization

Troubleshooting

Education

Bachelor's degree in IT, Computer Science, related field, or equivalent experience

Tools

Microsoft 365

Entra ID/Azure AD

Intune

Windows OS

Active Directory

Endpoint management

ITSM systems

Job description

We are seeking a Helpdesk Lead to oversee daily IT Helpdesk operations and ensure timely, high-quality technical support for employees, contractors, and field personnel. This role will manage ticket queues, prioritize incidents and service requests, serve as an escalation point, and help improve the overall end-user support experience. The client is located in Houston, TX.

Responsibilities

• Coordinate daily Helpdesk activities, ticket assignment, and issue resolution
• Provide hands‑on technical support for escalated issues
• Maintain support documentation, procedures, and knowledge base materials
• Monitor ticket volume, response times, resolution times, and backlog
• Mentor Helpdesk staff and promote a customer-focused support culture
• Support Microsoft 365, Windows workstations, mobile devices, printers, conferencing tools, and business applications
• Coordinate support for remote users, field locations, and operational sites
• Assist with incident response, vendor coordination, procurement, and asset tracking
• Participate in on‑call support as needed

Requirements

• Bachelor's degree in IT, Computer Science, related field, or equivalent experience
• 5+ years of IT support experience
• Strong experience with Microsoft 365, Entra ID/Azure AD, Intune, Windows OS, Active Directory, and endpoint technologies
• Experience with ITSM/ticketing platforms
• Strong troubleshooting, communication, organization, and prioritization skills
• Ability to mentor technical staff in a fast‑paced environment

Preferred

• ITIL Foundation or Microsoft certifications
• Oil and gas experience
• Experience supporting remote/field operations
• Cybersecurity and endpoint management knowledge

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

• We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees.
• Salaried personnel receive paid time off.
• Hourly employees are not eligible for paid time off unless required by law.
• Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.