4/16 - 529400971 - Product Support Analyst 3

Job Title: IT Service Desk Team Lead  

Location: Resident of Texas

Level: Level 8 or more years of experience  

Job Description:

We are seeking an experienced IT Service Desk Team Lead to join our team in Austin, TX. In this role, you will be responsible for evaluating failures, bugs, systemic problems, and hardware issues, and reporting on necessary steps. You will leverage your expertise to troubleshoot, diagnose, and repair product and service concerns while contributing to and utilizing our knowledge base. Additionally, you will install applications, hardware, parts, and/or equipment as needed.

Additional Job Details and Special Considerations:

As the technical team lead for our Client's IT Service Desk, you will support external users of computer systems through a structured help desk environment. This involves providing first-line assistance for operational problems of agency information technology systems, as well as collaborating with multiple IT support organizations and program policy sections to research and resolve complex issues. You will also monitor the performance of vendor-provided staff and services, analyze performance against service level agreements, enforce guidelines and policies, and assist in integrating new programs into the Service Desk structure. This position operates with minimal supervision, offering extensive latitude for initiative and independent judgment.

Candidate Skills and Qualifications:

Minimum Requirements:

- Leadership experience in a help desk/service desk environment (8 years required)

- Experience in developing process/training documentation (2 years required)

- Experience in researching and resolving escalated problems, including the most complex and/or critical customer issues (2 years required)

- Preferred: Experience in gathering and analyzing performance metrics (2 years)

- Preferred: Ability to guide knowledge transfer as staff transition on and off the service desk (2 years)

Candidates who meet or exceed the minimum stated requirements (skills/experience) will be considered for this opportunity.

If you are a proactive leader with a passion for problem-solving and a track record of excellence in IT service desk management, we encourage you to apply for this role. Join us in delivering exceptional technical support to our clients while embracing the flexibility of remote work with occasional onsite meetings in Austin, TX.