Technical Support Lead

Title: Technical Support Lead
Location: On-Site in Las Colinas, TX
Duration: 3 month contract with potential to extend or convert permanently 
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.
 

Location: Grand Prairie, TX (On-Site); moving to new Las Colinas office on July 6.
Reports to: CFO currently, will eventually report to VP of Finance & Technology

We are seeking an experienced IT Support Manager for a 6–12 month engagement to stabilize and strengthen Help Desk operations. This is a hands-on, interim leadership role focused on improving ticket management, enhancing service delivery, and ensuring effective coordination with third-party technology providers.

This engagement is ideal for an experienced IT leader or consultant who has successfully stepped into transitional environments to restore operational discipline, reduce backlog, and implement sustainable service desk processes.

Engagement Objectives

• Stabilize daily Help Desk operations
• Reduce and manage open ticket backlog
• Implement structured triage, prioritization, and escalation processes
• Improve service responsiveness and visibility through reporting and metrics
• Establish sustainable documentation and workflows for long-term continuity

Key Responsibilities

• Lead and oversee day-to-day Service Desk operations
• Actively manage and assign tickets based on priority and analyst workload
• Provide hands-on Tier 2/3 technical support as needed
• Coordinate escalations and resolutions with third-party technology providers
• Monitor service performance and communicate status to leadership
• Document support processes, escalation paths, and knowledge base materials
• Identify operational gaps and recommend practical improvements
• Oversee issuance, deployment, and refresh of technology hardware for employees
• Support office relocation activities and related IT initiatives as needed

Required Experience

• 8–12+ years of progressive IT support experience
• 3–5+ years leading or restructuring Service Desk operations
• Demonstrated success stabilizing IT support functions in transitional environments
• Strong hands-on experience with:
  • Microsoft 365 (Teams, SharePoint, OneDrive, Outlook)
  • Active Directory / Entra ID
  • Windows desktop environments
• Experience working alongside Managed Service Providers (MSPs)
• Strong incident management, triage, and prioritization skills

Ideal Candidate Profile

• Operationally focused and execution-oriented
• Comfortable stepping into environments that require structure and stabilization
• Strong communicator with both technical staff and business stakeholders
• Able to quickly assess, prioritize, and implement improvements
• Hands-on technical leader capable of troubleshooting and resolving end-user issues independently
• Collaborative and effective when working with internal IT teams and outsourced support partners
• Comfortable supporting hardware deployments, laptop refreshes, and general end-user support
• Trusted resource for both corporate and field-based employees
• Proactive and capable of helping stabilize support operations during organizational growth and transition

Additional Details

• Fully onsite, 5 days per week
• Contract engagement through the end of September with potential for extension or conversion
• Initial work location in Grand Prairie, TX, transitioning to Las Colinas, TX
• Backfill opportunity with potential growth into a Help Desk Manager role as the team expands
• Must be available to start quickly

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