Help Desk Lead: Elevate IT Support & SLAs

Integra; Plano (TX); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive healthcare

Life & disability insurance

Flexible benefits options

Paid time off

Job summary

Integra in North Dallas is seeking a highly technical Help Desk Supervisor to lead our IT support team and ensure efficient resolution of user issues across all support levels. This on-site role will oversee daily operations, manage the ticketing system, and mentor a team handling 1st, 2nd, and 3rd line support.

You will develop SLAs, track performance metrics, coordinate with network and infrastructure teams, and participate in system upgrades.

Qualifications

• 5+ years IT support experience, including supervisory/leadership role.
• Experience troubleshooting hardware, software, and networks in Windows and Mac environments.
• Experience managing 1st, 2nd, and 3rd line support operations.
• Strong understanding of ITIL processes and best practices.
• Excellent leadership, communication, and organizational skills.

Responsibilities

• Supervise the daily operations of the help desk team, ensuring timely and effective resolution of support requests.
• Manage and optimize the ticketing system, ensuring accurate tracking, prioritization, and escalation of issues.
• Provide technical guidance and hands-on support for 1st, 2nd, and 3rd level incidents and service requests.
• Develop and implement help desk procedures, service level agreements (SLAs), and performance metrics.
• Monitor system performance and ticket trends to identify recurring issues and recommend long-term solutions.
• Collaborate with network, infrastructure, and application teams to resolve escalated issues.
• Train and mentor help desk staff to improve technical skills and customer service.
• Ensure consistent communication and documentation throughout the incident lifecycle.
• Participate in system upgrades, deployments, and other IT projects as needed.

Skills

Leadership

Troubleshooting

Communication

Organizational skills

Education

Associate or Bachelor's degree in IT/CS or related field

Tools

ConnectWise PSA

ServiceNow

Jira

Zendesk

Job description

Integra in North Dallas is seeking a highly technical Help Desk Supervisor to lead our IT support team and ensure efficient resolution of user issues across all support levels. This on-site role will oversee daily operations, manage the ticketing system, and mentor a team handling 1st, 2nd, and 3rd line support.

You will develop SLAs, track performance metrics, coordinate with network and infrastructure teams, and participate in system upgrades.