Service Desk Team Lead

LAM Lennar Associates Mgmt LLC; Irving (TX); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan

Paid parental leave

Education assistance

Vacation time

Home purchase discounts

Job summary

Lennar seeks a Lead Onsite IT Technician to oversee advanced technical support and mentor junior technicians in Irving, TX. You will ensure reliable operation of computer systems, networks, and AV equipment, coordinating with departments and vendors to deliver high-quality service.

You’ll produce and maintain documentation, resolve incidents end-to-end, manage Service Now entries, and guide project planning for installations across divisions, while keeping ticketing accurate and up to date.

Qualifications

• Demonstrates advanced technology standards proficiency.
• Capable of supervising complex IT installations and configurations.
• Proficient in troubleshooting a broad range of IT issues.
• Excellent written and verbal communication with mentoring ability.
• Understands how change impacts business functions.

Responsibilities

• Provide advanced guidance, mentorship, and training to IT technicians.
• Lead by example in IT best practices and processes.
• Assist senior staff in managing internal client relationships and demanding requests.
• Document and maintain best-practice support procedures.
• Resolve incidents end-to-end and propose improvements to prevent recurrences.
• Document and analyze incidents in Service Now with accuracy.
• Troubleshoot complex hardware and software issues.
• Coordinate project plans for installation/configuration of technology equipment.
• Resolve printer/copier issues and coordinate AV support for meetings.
• Maintain hardware/software updates and ticketing quality daily.
• Coordinate third-party support contractors and report status weekly.
• Perform other duties as assigned by the Onsite IT Manager.

Skills

Advanced technology standards

Installation supervision

Troubleshooting IT issues

Communication & mentorship

Change management awareness

Education

High school diploma or GED

Bachelor’s degree and IT certs (CompTIA A+ or equivalent) preferred

Job description

Lead IT Technician

We are Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States. Join a Company that Empowers you to Build your Future The Lead Onsite IT Technician provides advanced technical support and leadership for Lennar Associates. This role involves offering advice, mentorship, and training to other technicians, ensuring the smooth operation of all computer systems, networks, and communications equipment. The Lead Onsite IT Technician will coordinate with various departments and third-party vendors to deliver superior customer service and technical solutions. A career with purpose. A career built on making dreams come true. A career built on building zero defect homes, cost management, and adherence to schedules.

Responsibilities

• Provide advanced advice, mentorship, and training to IT Technicians, guiding them in troubleshooting and resolving complex issues.


• Lead by example in adopting and implementing best practices across the IT team.


• Assist senior colleagues in managing internal client relationships, handling complex technical requests, and ensuring a high level of client satisfaction.


• Produce, update, and maintain best practice support documentation.


• Offer end-to-end resolution of incidents, including proposing and implementing improvements to prevent future occurrences.


• Ensure that all incidents are thoroughly documented and analyzed in Service Now.


• Troubleshoot and resolve complex hardware and software issues.


• Enact manufacturer's warranties for equipment repair.


• Maintain and update Service Now tickets daily with accurate, scientific, and reproducible details.


• Lead the preparation and coordination of project plans for the installation and configuration of technology equipment across different divisions.


• Resolve printer and copier issues across the division.


• Arrange and coordinate technical support for meetings and events, including video conferencing and traditional audio/visual needs.


• Maintain, upgrade, install, replace hardware, and software as required.


• Report instances of server downtime and LAN/WAN connectivity issues immediately.


• Perform basic troubleshooting on LAN/WAN connectivity under guidance.


• Provide weekly status reports summarizing activities and outstanding issues.


• Monitor and assist with coordinating third-party support contractors.


• Perform other duties as assigned by the Onsite IT Manager.

Requirements

• Demonstrated understanding of advanced technology standards.


• Ability to perform and supervise complex installations and configurations.


• Proficient in troubleshooting a range of IT issues.


• Excellent communication, mentorship, and problem-solving skills.


• Ability to manage change effectively and understand its impact on business functions.


• High school diploma required or GED is required; Bachelor’s degree and relevant IT certifications (CompTIA A+ or equivalent) preferred.


• Minimum 5+ years of relevant experience.

Life at Lennar

• Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of.


• Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments.


• To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations.


• From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies.


• Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone's Included Day.

Visit Lennartotalrewards.com to view our suite of benefits.

Join the fun and follow us on social media to see what's happening at our company, and don't forget to connect with us on Lennar: Overview | LinkedIn for the latest job opportunities.

We’re Always Looking Ahead

Want to work in an innovative environment that empowers you to explore your passions? At Lennar, we promote asking questions and working together to solve complex problems. It's how we've become a leader in the homebuilding industry and why our Associates love working here.

If you're interested in helping people find their future homes and, in doing so, build a better future for themselves, then Lennar is the place for you.

Work Where Everyone’s Included

We're committed to building and sustaining an inclusive culture where everyone has a seat at the table, and we're all on a first-name basis. This inclusive culture influences our hiring practices, the communities we serve and how we build better career experiences for all our Associates. It's why we created our Everyone's Included Advisory Council, and we'd love for you to be a part of our shared journey.

Join Our Talent Network

Join Our Talent Network: Welcome to the Lennar Community! We are tickled, delighted and happy that you've decided to join our Talent Community! We look forward to connecting about career opportunities at Lennar.

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.