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# Help Desk Team Lead

- **Company:** Heart to Heart Hospice
- **Location:** Plano, TX, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** IT Management, Information Technology
- **Published:** July 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=ddf68a945cacf694

## About the Role

* Associate's degree and one year experience in a related field or equivalent combination of education and/or experience
 * Good understanding of the information technology environment with knowledge of current trends and developments
 * Ability to evaluate service desk processes, support tools, technical procedures, and performance data to identify opportunities for improved service quality, efficiency, and user experience.
 * Must be flexible for extended hours and/or shift work with an ability and willingness to work overtime
 * Must be able to work in the Plano, Texas office 5 days a week.
 * Must have excellent Customer Service, telephone, listening and communication skills
 * Demonstrated experience in applying knowledge/skills in a Customer Support environment
 * Strong analytical aptitude and problem-solving skills in a technical environment
 * Ability to understand and clearly communicate technical information to IT and non-IT personnel
 * Must be able to minimize downtime by rapidly diagnosing and resolving problems
 * Must be able to maintain a high level of teamwork and communication

## Description

* Provides exceptional customer service in a friendly and timely manner to all internal and external customers
 * Assist team members in their duties when required
 * Resolves escalations in a timely manner adhering to the process and quality compliance
 * Provide effective feedback to promote the growth of the team
 * First point of contact for IT escalations
 * Assist the end user community by recording, resolving, and responding to issues via various means
 * Follow prescribed guidelines and procedures and seek guidance from IT leadership as appropriate
 * Participates in educational programs and in-house meetings on product information and new procedures
 * Assumes other duties and responsibilities as assigned by their leadership
 * Maintains scheduling flexibility to ensure availability to meet the needs of the department for all hours of operation
 * Ensure overall compliance with local, state and federal laws, Medicare regulations, and established personnel policies and procedures


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