IT Help Desk Lead in Georgetown, Texas at Total Site Solutions

IT Help Desk Lead

Total Site Solutions, Georgetown, TX., is in search of a knowledgeable and proficient IT Help Desk Lead. The IT Help Desk Lead plays a critical role in ensuring smooth, efficient, and reliable IT operations across the organization. This position combines hands‑on technical expertise with leadership responsibilities, overseeing help desk performance, supporting infrastructure initiatives, and guiding team members to deliver exceptional service. The IT Help Desk Lead serves as an escalation point for complex issues, enforces IT standards, and drives continuous improvement across both service desk and infrastructure support functions. The IT Help Desk Lead serves as the senior point of escalation and day-to-day team lead for the IT Support function. This role balances hands-on technical troubleshooting with team leadership, ensuring incidents and service requests are resolved promptly, professionally, and in line with established service-level expectations. The Lead partners closely with the IT Manager to drive service quality, mentor junior staff, refine support processes, and act as a liaison between end users and specialized IT functions such as systems, network, and ERP administration.

TSS designs, deploys, equips, and manages data centers and other technology environments for enterprise companies, colocation providers, and technology company partners. We encourage initiative, creativity, and innovation, and there is plenty of room to grow with TSS as we expand our team and service offerings.

To be the most trusted AI and high-performance computing data center services and integration provider in the market.

TSS delivers complex technology solutions fueled by continuous improvement and expertise. Our responsive team ensures reliability, flexibility, and scalability, forging trusted partnerships through superior service and execution.

Key Responsibilities

Technical & Infrastructure Support

• Provide comprehensive technical support to the infrastructure and help desk teams, ensuring stable and efficient IT operations.
• Perform hands‑on troubleshooting of hardware, software, network issues, and system configurations.
• Support infrastructure workload by assisting with installations, configurations, upgrades, and maintenance tasks.
• Collaborate with cross‑functional teams and external vendors to resolve complex technical issues and ensure high‑quality service delivery.
• Identify opportunities for process improvements, automation, and enhanced reliability across infrastructure and support operations.
• Maintain detailed, accurate, and up‑to‑date documentation of processes, procedures, configurations, and technical standards.
• Ensure compliance with IT security policies, data protection standards, and audit requirements.

Service Desk Leadership

• Provide ongoing support, guidance, and mentorship to service desk agents to ensure timely and effective issue resolution.
• Offer expert advice and foster collaboration among agents to resolve active tickets efficiently.
• Prioritize and assign tickets based on urgency, complexity, and technician skill sets.
• Manage escalated service requests requiring advanced troubleshooting and ensure thorough follow‑up and closure.
• Act as a liaison between the service desk and broader IT teams to promote transparency, communication, and cohesive workflows.
• Conduct weekly reviews of service desk queues to prevent unauthorized changes and proactively address potential escalations.
• Track and report on service delivery metrics, including customer satisfaction, SLA adherence, and incident trends.
• Lead initiatives to strengthen customer service excellence across the help desk team.
• Communicate process updates, technical changes, and new guidelines promptly to ensure team alignment.

Team Management & Development

• Provide training, coaching, and mentorship to junior staff to elevate team capabilities and technical proficiency.
• Conduct capacity planning, including forecasting staffing needs and skill requirements to meet service level agreements.
• Develop and implement shift schedules to ensure optimal coverage for 24/7 or business‑critical support needs.
• Support recruitment efforts by identifying talent needs, interviewing candidates, and ensuring effective onboarding.
• Champion employee engagement through recognition, motivation, and inclusive team culture.
• Establish clear performance goals, conduct fair evaluations, and proactively address performance challenges.
• Assist IT leadership in planning future support capabilities, tools, and staffing models.

Minimum Qualifications

• Proven experience as an IT Technician, Senior Technician, or Help Desk Lead.
• Strong knowledge of Windows operating systems, macOS, workstation hardware, and desktop application suites.
• Experience with network administration, wireless networking, and troubleshooting connectivity issues.
• Demonstrated ability to diagnose and resolve complex hardware, software, and network problems.
• Excellent documentation skills and the ability to communicate technical information clearly.
• Strong problem‑solving skills, attention to detail, and ability to manage multiple tasks simultaneously.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Security+, CCNA, or Microsoft Certified IT Professional (MCITP).
• Experience working with external vendors and coordinating support or maintenance activities.
• Familiarity with IT service management best practices and enterprise‑level infrastructure environments.
• Experience with remote support tools, ticketing systems, virtualization technologies, and cloud services.
• Prior leadership experience in a help desk or infrastructure support environment.

Why join our team

Unlock your full potential and join TSS, a workplace that values your well-being. TSS offers a competitive salary, bonuses, and a rich medical benefits program, including health, dental, vision, life insurance, 401K match, and short/long-term disability, all of which will help you thrive both personally and professionally. At TSS, we are dedicated to creating a supportive, collaborative, and uplifting environment that empowers you to achieve your goals.