Overview
On Site
USD 80,000.00 - 95,000.00 per year
Full Time
Skills
Team Leadership
Issue Resolution
Continuous Improvement
Performance Metrics
Customer Satisfaction
Mentorship
Management
Service Delivery
Documentation
Knowledge Base
Regulatory Compliance
Training
Leadership
Service Desk
Technical Support
ITIL
Service Management
Remote Support
Microsoft Azure
Active Directory
Collaboration
WebEx
Communication
Organizational Skills
Multitasking
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
We are looking for a Service Desk Team Lead to oversee and enhance service delivery operations in Houston, Texas. This role involves managing a team of service desk staff, ensuring timely and efficient issue resolution, and driving continuous improvement in IT support processes. The ideal candidate will possess leadership skills and technical expertise to maintain high-quality service standards.
Responsibilities:
Lead and manage the daily operations of the service desk team to ensure efficient and effective support services.
Monitor and analyze service desk performance metrics to identify areas for improvement.
Develop and implement strategies to optimize service delivery processes and enhance customer satisfaction.
Provide technical guidance and mentorship to team members, fostering growth and development.
Oversee the resolution of technical issues, ensuring timely and accurate solutions.
Collaborate with other departments to address service-related challenges and implement best practices.
Manage communication with stakeholders to ensure transparency and alignment on service delivery goals.
Maintain and update documentation for service desk procedures and knowledge base resources.
Ensure compliance with ITIL standards and other relevant frameworks.
Coordinate training programs to enhance technical skills and service desk capabilities.
Requirements
Proven experience in a leadership role within a service desk or IT support environment.
Familiarity with ITIL frameworks and best practices for service management.
Strong technical knowledge in Remote Desktop Support, Azure Active Directory, and Intune.
Proficiency in using collaboration tools such as Cisco Webex Meetings.
Excellent communication and interpersonal skills to lead a team and interact with stakeholders.
Ability to analyze data and metrics to drive performance improvements.
Strong organizational skills with the ability to multitask and prioritize effectively.
Commitment to fostering a diverse and inclusive workplace.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
We are looking for a Service Desk Team Lead to oversee and enhance service delivery operations in Houston, Texas. This role involves managing a team of service desk staff, ensuring timely and efficient issue resolution, and driving continuous improvement in IT support processes. The ideal candidate will possess leadership skills and technical expertise to maintain high-quality service standards.
Responsibilities:
Lead and manage the daily operations of the service desk team to ensure efficient and effective support services.
Monitor and analyze service desk performance metrics to identify areas for improvement.
Develop and implement strategies to optimize service delivery processes and enhance customer satisfaction.
Provide technical guidance and mentorship to team members, fostering growth and development.
Oversee the resolution of technical issues, ensuring timely and accurate solutions.
Collaborate with other departments to address service-related challenges and implement best practices.
Manage communication with stakeholders to ensure transparency and alignment on service delivery goals.
Maintain and update documentation for service desk procedures and knowledge base resources.
Ensure compliance with ITIL standards and other relevant frameworks.
Coordinate training programs to enhance technical skills and service desk capabilities.
Requirements
Proven experience in a leadership role within a service desk or IT support environment.
Familiarity with ITIL frameworks and best practices for service management.
Strong technical knowledge in Remote Desktop Support, Azure Active Directory, and Intune.
Proficiency in using collaboration tools such as Cisco Webex Meetings.
Excellent communication and interpersonal skills to lead a team and interact with stakeholders.
Ability to analyze data and metrics to drive performance improvements.
Strong organizational skills with the ability to multitask and prioritize effectively.
Commitment to fostering a diverse and inclusive workplace.
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
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.