Help Desk Lead & IT Support Supervisor

Grapevine-Colleyville ISD; Grapevine (TX); On-site; USD 52,000 - 74,000; Full time

Job summary

Grapevine-Colleyville ISD is seeking a Help Desk Success Specialist to provide tier two support for district computing systems and peripherals. You will oversee the district help desk, manage tickets, and ensure service level agreements are achieved.

The role requires an associate or technical degree and strong customer service, communication, and problem-solving skills. Expect on-site work in Grapevine, TX, with opportunities to lead a team of help desk technicians.

Qualifications

• Associate’s degree, technical degree, or technical training/certification.
• Experience with troubleshooting computer-related equipment/peripherals.
• Experience with computer networks and help desk environments.
• Strong customer service orientation and communication skills.
• Experience in help desk management and ticketing systems.

Responsibilities

• Maintain and support the district ticketing system and permissions.
• Provide first-level contact and convey resolutions to customer issues.
• Deliver exceptional customer service by resolving tickets and following up.
• Escalate complex issues to appropriate resources when needed.
• Provide remote support to diverse users and document resolutions.
• Oversee district help desk technicians and ensure SLAs are met.

Skills

Customer service

Communication skills

Interpersonal skills

Problem-solving

Organizational skills

Education

Associate or technical degree or training

Tools

Remote Desktop

VPN access

Windows OS

Mac OS

Job description

Grapevine-Colleyville ISD is seeking a Help Desk Success Specialist to provide tier two support for district computing systems and peripherals. You will oversee the district help desk, manage tickets, and ensure service level agreements are achieved.

The role requires an associate or technical degree and strong customer service, communication, and problem-solving skills. Expect on-site work in Grapevine, TX, with opportunities to lead a team of help desk technicians.