IT Service Desk Lead: Drive Support Excellence

HOLT Group; Irving (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

HOLT Group is seeking an IT Service Desk Lead to oversee and enhance IT support operations in Irving, TX. You will drive service delivery improvements, mentor agents, and collaborate with senior leadership to align IT services with business goals.

The role requires strong troubleshooting skills, Windows/Networking knowledge, and experience with ITSM tools. Expect to manage multiple tickets, prioritize workload, and meet key performance indicators daily.

Qualifications

• 6+ years’ experience in Technical Support or Desktop Support.
• Bachelor’s degree in computer science, information technology, or related field preferred.
• Certification in Microsoft, CompTIA A+/Network+ or similar preferred.

Responsibilities

• Lead IT Service Desk operations and policies to improve service delivery.
• Diagnose and resolve issues across hardware, software, and networking.
• Escalate complex issues to appropriate teams and ensure timely resolution.
• Mentor Service Desk Agents and contribute to performance evaluations.
• Meet Service Desk KPIs including response times and ticket closures.
• Develop self-service options to reduce workload and improve efficiency.
• Collaborate with senior leadership on IT support needs and priorities.
• Ensure adherence to safety policies and company standards.

Skills

Technical Troubleshooting

Windows & Networking

ITSM Tools

Time Management

Customer Service

KPIs & Reporting

Policy Interpretation

Independent Judgment

Education

High school diploma or equivalent

Bachelor’s degree in computer science or IT preferred

Tools

GoTo

FreshService

Microsoft Teams

Job description

HOLT Group is seeking an IT Service Desk Lead to oversee and enhance IT support operations in Irving, TX. You will drive service delivery improvements, mentor agents, and collaborate with senior leadership to align IT services with business goals.

The role requires strong troubleshooting skills, Windows/Networking knowledge, and experience with ITSM tools. Expect to manage multiple tickets, prioritize workload, and meet key performance indicators daily.