Onsite Service Desk Lead & Tech Mentor

GlobalSource IT; Irving (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

GlobalSource IT is seeking a Service Desk Team Lead for our onsite IT support team in Irving, TX. You will serve as a senior technical resource, mentor technicians, and manage escalations while ensuring high-quality incident resolution and documentation.

You will lead installations, coordinate with vendors, and contribute to project activities across facilities, meetings, and events with strong customer service oversight.

Qualifications

• 5+ years in IT support, service desk, desktop support, or end-user tech.
• Hands-on troubleshooting across hardware, software, OS, peripherals, and end-user tech.
• Experience as a senior/escalation resource in IT support.

Responsibilities

• Serve as senior technical resource, mentor technicians.
• Troubleshoot and resolve complex hardware/software issues.
• Own escalated incidents through to resolution and root-cause analysis.
• Maintain accurate incident documentation in ServiceNow.
• Coordinate with internal clients and vendors for complex requests.
• Develop and maintain technical documentation and procedures.
• Lead project activities for installs and configurations across locations.
• Monitor and escalate network/server issues as needed.
• Provide regular reporting on support activities and progress.
• Help establish and reinforce support standards.

Skills

Senior Service Desk

Mentoring

Escalation management

Documentation

Vendor coordination

Education

Bachelor's degree

CompTIA A+ or equivalent

Tools

ServiceNow

Remote desktop tools

Job description

GlobalSource IT is seeking a Service Desk Team Lead for our onsite IT support team in Irving, TX. You will serve as a senior technical resource, mentor technicians, and manage escalations while ensuring high-quality incident resolution and documentation.

You will lead installations, coordinate with vendors, and contribute to project activities across facilities, meetings, and events with strong customer service oversight.