Technical Support Lead

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, * 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

• 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, * 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

• 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

About INSPYR Solutions Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients'' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.