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IT Service Desk Lead


This is a Full-time position in Sugar Land, TX posted July 15, 2021.

A Lead IT Service Desk Support job in Sugar Land, Texas is available through Modis. You will have 6 months supervisory or lead service desk support experience and 3+ years’ hands-on experience administrating and supporting IT Enterprise platforms such as MS Windows 10 Enterprise, MS Office 2013 Pro, imaging tools, remote desktop tools, etc.  Experience with ServiceNow, Active Directory, and SCCM are required.

You will be responsible for the operation and support of hardware and software provided by the company to the company’s end users and lead, develop and train the service desk team.

Lead IT Service Desk Support job responsibilities include:

• Effectively lead, develop, and train the service desk team.

• Monitor incident and service request dashboards to ensure adherence to the Service Level Agreements (SLAs).

• Coordinate and monitor the daily duties of the service desk team members to ensure all tickets are promptly addressed and resolved.

• Delegate specific service desk responsibilities to the service desk team members to create specialization and increase service delivery pace.

• Review all end-user complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions.

• Provide first and second level support of Team IT technologies as needed, to include but not limited to, hardware, software, and cloud and internet services, and provides resolution to problems associated with those technologies.

• Oversee the service request fulfillment process to ensure all requests are routed through to the appropriate teams and completed within the agreed SLA.

• Oversee the incident management and problem management processes to ensure minimal impact of incidents and problems upon service quality.

• Develop and maintain a Standard Operating Procedure (SOP) manual, to include internal process documents and relevant forms for successful running of daily service desk operations.

• Ensure all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

• Ensure Key Performance Indicators (KPIs) and objectives for the service desk team are consistently performed to meet or exceed the KPIs.

• Prepare statistical and management reports, analyze trends and identify improvement opportunities.

• Take part in other IT Service Management processes, or as required perform as a backup to maintain operational activities.

• Perform efficient and rapid escalation of Incident tickets to appropriate Engineering groups within IT when resolution at the Service Desk level is not possible.

• Perform basic administration, communication and enforcement of Change Management policies and procedures.

• Perform basic administration, communication and enforcement of IT enterprise security policies and methodologies.

• Maintain a safe, secure and healthy environment by adhering to Company/Customer safety and quality standards and practices and to legal regulations, alerting others regarding potential hazards or concern.

• Bachelor’s Degree in Computer Science, Computer Engineering, Management of Information Systems, or related discipline from accredited University or College preferred.

• Four (4) years of directly related experience required in lieu of degree.

• Information Technology certifications such as A+, Network +, or an MCP variant preferred.

Other professional certifications will also be considered.

• At least 6 months experience in a supervisory position or equivalent leadership experience preferred.

• At least 3 years’ required hands-on experience administrating and supporting common IT Enterprise platforms such as MS Windows 10 Enterprise, MS Office 2013 Pro, imaging tools, remote desktop tools, etc.

• Ability to support and repair common enterprise hardware platforms such as laptop computers, desktop computers, mobile devices, and peripherals.

• Familiarity with basic ITIL concepts and standards.

• Experience working in an ITIL based Incident Management System and an understanding of common workflow escalation practices within an IT Enterprise.

• ITIL Foundation Certification a plus.

• Experience using the MS Office Suite including PowerPoint, Excel, Word, Visio, Project, and Outlook.

• Ability to work overtime and on-call as required in an on-call rotation providing after-hours support to the end user community.

• Proven strategic leadership and relationship management capabilities, including experience with internal stakeholders – particularly senior management, external business partners and third-party service providers.

• Solid knowledge and understanding of the different modules in ServiceNow.

• Strong analytical ability and disciplined approach to problem solving.

• Excellent communication skills.

• Ability to influence and positively motivate others; proven success and effective negotiation and relationship building skills.

If you are interested in this Lead IT Service Desk job in Sugar Land, TX then please click APPLY NOW. For other opportunities available at Modis go to

If you have questions about the position or would like more information, please contact Stacy Hansen by email at or 713-821-8791.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Equal Opportunity Employer/Veterans/Disabled To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to The Company will consider qualified applicants with arrest and conviction records

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