Help Desk Lead

Kforce has a client in Houston, TX that is seeking a Helpdesk Lead to oversee daily IT Helpdesk operations and ensure timely, high-quality technical support for employees, contractors, and field personnel. This role will manage ticket queues, prioritize incidents and service requests, serve as an escalation point, and help improve the overall end-user support experience. Responsibilities:

• Coordinate daily Helpdesk activities, ticket assignment, and issue resolution
• Provide hands-on technical support for escalated issues
• Maintain support documentation, procedures, and knowledge base materials
• Monitor ticket volume, response times, resolution times, and backlog
• Mentor Helpdesk staff and promote a customer-focused support culture
• Support Microsoft 365, Windows workstations, mobile devices, printers, conferencing tools, and business applications
• Coordinate support for remote users, field locations, and operational sites
• Assist with incident response, vendor coordination, procurement, and asset tracking
• Participate in on-call support as needed

• Bachelor’s degree in IT, Computer Science, related field, or equivalent experience
• 5+ years of IT support experience
• Strong experience with Microsoft 365, Entra ID/Azure AD, Intune, Windows OS, Active Directory, and endpoint technologies
• Experience with ITSM/ticketing platforms
• Strong troubleshooting, communication, organization, and prioritization skills
• Ability to mentor technical staff in a fast-paced environment

Preferred:

• ITIL Foundation or Microsoft certifications
• Oil and gas experience
• Experience supporting remote/field operations
• Cybersecurity and endpoint management knowledge

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce’s sole discretion unless and until paid and may be modified in its discretion consistent with the law.

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