IT Help Desk Lead

About the role

The IT Help Desk Lead at Total Site Solutions, Georgetown, TX, oversees help desk performance, supports infrastructure initiatives, and guides team members to deliver exceptional service. This role combines hands-on technical expertise with leadership responsibilities, serving as an escalation point for complex issues, enforcing IT standards, and driving continuous improvement.

Key Responsibilities

• Provide comprehensive technical support to the infrastructure and help desk teams, ensuring stable and efficient IT operations.
• Perform hands-on troubleshooting of hardware, software, network issues, and system configurations.
• Support infrastructure workload by assisting with installations, configurations, upgrades, and maintenance tasks.
• Collaborate with cross-functional teams and external vendors to resolve complex technical issues and ensure high-quality service delivery.
• Identify opportunities for process improvements, automation, and enhanced reliability across infrastructure and support operations.
• Maintain detailed, accurate, and up-to-date documentation of processes, procedures, configurations, and technical standards.
• Ensure compliance with IT security policies, data protection standards, and audit requirements.
• Provide ongoing support, guidance, and mentorship to service desk agents to ensure timely and effective issue resolution.
• Offer expert advice and foster collaboration among agents to resolve active tickets efficiently.
• Prioritize and assign tickets based on urgency, complexity, and technician skill sets.
• Manage escalated service requests requiring advanced troubleshooting and ensure thorough follow-up and closure.
• Act as a liaison between the service desk and broader IT teams to promote transparency, communication, and cohesive workflows.
• Conduct weekly reviews of service desk queues to prevent unauthorized changes and proactively address potential escalations.
• Track and report on service delivery metrics, including customer satisfaction, SLA adherence, and incident trends.
• Lead initiatives to strengthen customer service excellence across the help desk team.
• Communicate process updates, technical changes, and new guidelines promptly to ensure team alignment.
• Provide training, coaching, and mentorship to junior staff to elevate team capabilities and technical proficiency.
• Conduct capacity planning, including forecasting staffing needs and skill requirements to meet service level agreements.
• Develop and implement shift schedules to ensure optimal coverage for 24/7 or business-critical support needs.
• Support recruitment efforts by identifying talent needs, interviewing candidates, and ensuring effective onboarding.
• Champion employee engagement through recognition, motivation, and inclusive team culture.
• Establish clear performance goals, conduct fair evaluations, and proactively address performance challenges.
• Aid IT leadership in planning future support capabilities, tools, and staffing models.

Minimum Qualifications

• Proven experience as an IT Technician, Senior Technician, or Help Desk Lead.
• Strong knowledge of Windows operating systems, macOS, workstation hardware, and desktop application suites.
• Experience with network administration, wireless networking, and troubleshooting connectivity issues.
• Demonstrated ability to diagnose and resolve complex hardware, software, and network problems.
• Excellent documentation skills and the ability to communicate technical information clearly.
• Strong problem-solving skills, attention to detail, and ability to manage multiple tasks simultaneously.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Security+, CCNA, or Microsoft Certified IT Professional (MCITP).
• Experience working with external vendors and coordinating support or maintenance activities.
• Familiarity with IT service management best practices and enterprise-level infrastructure environments.
• Experience with remote support tools, ticketing systems, virtualization technologies, and cloud services.
• Prior leadership experience in a help desk or infrastructure support environment.

Benefits

TSS offers a competitive salary, bonuses, and a rich medical benefits program, including health, dental, vision, life insurance, 401K match, and short/long-term disability. TSS also provides a supportive, collaborative, and uplifting environment that empowers employees to achieve their goals.