Help Desk Lead: Elevate IT Support & Escalations

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

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.