Service Desk Lead

RESPONSIBILITIES:
Kforce has a client that is seeking a Service Desk Lead in Irving, TX.

Summary:
The Service Desk Lead provides advanced technical support and leadership for Associates. This role involves offering advice, mentorship, and training to other technicians, ensuring the smooth operation of all computer systems, networks, and communications equipment. As a Service Desk Lead, you will coordinate with various departments and third-party vendors to deliver superior customer service and technical solutions.

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

REQUIREMENTS:
* 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
* Demonstrated understanding of advanced technology standards
* Proficient in troubleshooting a range of IT issues
* Excellent communication, mentorship, and problem-solving skills
* Ability to perform and supervise complex installations and configurations
* Ability to manage change effectively and understand its impact on business functions

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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