IT Service Desk Lead — Elevate Support & CX (Onsite)

HOLT CAT; Irving (TX); On-site; USD 85,000 - 105,000; Full time

Job summary

HOLT CAT in Irving, TX is seeking an IT Service Desk Lead to oversee and enhance support operations, align services with business goals, and drive continuous improvement. You will lead policy development, mentor service desk agents, and collaborate with senior leadership to deliver exceptional IT support.

Ideal candidates have 6+ years in technical support, a strong background in Windows, networking, and ITSM tools, and relevant certifications.

Qualifications

• 6+ years in Technical Support, Desktop Support, or similar role.
• Bachelor's degree preferred in computer science, information technology, or related field.
• Microsoft/CompTIA certifications preferred.

Responsibilities

• Lead IT Service Desk operations and KPIs.
• Escalate and resolve complex IT issues.
• Mentor Service Desk Agents and provide performance feedback.
• Collaborate with senior leadership to align IT services with business goals.
• Develop and enforce service desk policies and procedures.
• Improve self-service capabilities and reduce ticket load.

Skills

Technical troubleshooting

Windows OS

ITSM tools

Customer service

Escalation management

Data analysis

Education

Bachelor's degree in CS/IT or related field

Tools

Freshservice

GoTo/remote tools

Microsoft Teams

Job description

HOLT CAT in Irving, TX is seeking an IT Service Desk Lead to oversee and enhance support operations, align services with business goals, and drive continuous improvement. You will lead policy development, mentor service desk agents, and collaborate with senior leadership to deliver exceptional IT support.

Ideal candidates have 6+ years in technical support, a strong background in Windows, networking, and ITSM tools, and relevant certifications.