End-User Support Lead in Austin, TX

Austin, TX, US • Posted 9 hours ago • Updated 2 hours ago
Contract W2
Contract Independent
Contract Corp To Corp
On-site
Fitment

Dice Job Match Score™

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Job Details

Skills

  • comptia
  • Ticketing
  • ITIL
  • ITSM
  • HDI
  • Microsoft
  • KPI
  • End-user
  • Remote control

Summary

Location: Austin, TX

Duration: 2+ Years

Required Experience

  • Experience in enterprise help desk, service desk, desktop support, or end-user support.
  • Experience leading Tier 1 3 technical support teams.
  • Experience with incident, request, escalation, and major-incident management.
  • Experience managing SLA/KPI-driven support environments.
  • Experience with remote support and enterprise ticketing systems.
  • Experience with knowledge management and service desk reporting.
  • Strong experience supporting enterprise users, devices, applications, and peripherals.

Required Skills

  • Service Desk Operations
  • End-User Support
  • Incident and Request Management
  • Ticket Triage and Escalation
  • Major Incident Coordination
  • Remote Technical Support
  • Desktop Troubleshooting
  • Knowledge Management
  • SLA/KPI Monitoring
  • Trend Analysis
  • Customer Service
  • Team Leadership
  • ITSM Processes
  • Reporting and Documentation

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred. Equivalent relevant experience may be considered.

Certifications

  • ITIL 4
  • HDI certification
  • CompTIA A+ or equivalent
  • Additional Microsoft, ServiceNow, or technical support certifications preferred.

Tools/Technologies

ServiceNow, BMC, Jira Service Management, Freshservice, Microsoft 365, Active Directory/Entra ID, endpoint-management tools, remote-support tools, and knowledge-management platforms.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10530468
  • Position Id: 2026-21996
  • Posted 9 hours ago
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