IT Service Desk Lead
Performance Food Group · Westlake, TX · 6 days ago
Information Technology$27–$32/hrFull-time
Primary Responsibilities
- Maintain and monitor service desk operations
- Coordinate escalations and manage major incidents
- Coach and mentor Service Desk Analysts
- Ensure adherence to processes and service standards
- Drive consistent customer experience and professionalism
- Coordinate with other IT teams during outages and major incidents
- Analyze performance metrics and identify improvement opportunities
- Support workforce planning (scheduling, coverage, onboarding)
- Promote knowledge management and continuous improvement culture
- Resolve hardware, software, and system issues
- Develop and maintain knowledge base articles and documentation
Required Qualifications
- Associate's Degree or 2-year technical degree
- 3-5 years IT support experience in Service Desk/IT Support
- Strong understanding of ITIL processes (Incident, Request, Problem)
- Experience with service desk KPIs
- Proven ability to lead and coach teams
- Outstanding verbal and written communication skills
Compensation
$27 - $32/hr