> Markdown version of [/jobs/ext/3994379-help-desk-team-lead](https://www.wearedevelopers.com/jobs/ext/3994379-help-desk-team-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Team Lead - **Company:** D. R. Horton - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, Cisco Routers, Microsoft Exchange Server, Internet Service Provider, Microsoft Office, Windows PowerShell, Remote Access Technology, Cisco Anyconnect, Scripting, User Accounts - **Published:** October 28, 2026 - **Apply:** https://drhorton.taleo.net/careersection/2/jobdetail.ftl?job=2605542 ## About the Role * High school diploma or general education degree (GED) * One-year certificate from college or technical school * Ten plus years related experience and/or training in an IT support environment * Must have extensive experience and knowledge and understanding of Microsoft Windows Current Version Operating Systems, Microsoft Active Directory, Microsoft Exchange Current Version, Print Services, Microsoft Office Current version * Experience with VNC, Cisco AnyConnect, or other remote connectivity software * Windows/Android/Apple phone support experience * Ability to adapt to a constantly changing fast-paced environment * Must be able to troubleshoot all aspects of computer components * Experience replacing basic components of various makes and models of system and printer hardware * Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals * Ability to write routine reports and correspondence * Ability to speak effectively before a variety of audiences * Proficiency with MS Office and email * Ability to frequently lift and/or move up to 50 pounds Preferred Qualifications * CompTIA A+, Network+, CCNA, CCNE, Microsoft Certifications, ITIL or similar certification a plus * PowerShell automation scripting is a plus * Prior project management experience a plus ## Description * Oversee workflow and production of the Help Desk Team * Act as the technical subject matter expert for the Help Desk Team * Ensure team members have current knowledge of all internal policies and procedures * Provide technical training and mentorship to team members * Monitor calls and provide constructive feedback/coaching * Assist manager in establishing and coordinating special assignments within the Helpdesk * Provide phone, webchat, and in-person support to end users and external vendors on a variety of IT related issues * Research and resolve advanced network (Internet Service Provider modems, Cisco routers) issues, hardware and software application issues * Document and track the details of the issue, status and resolution, using the help desk tracking application * Communicate and follow-up with the user while working the issue and ensure successful and timely completion of the issue * Complete work orders, fully documenting each step of the troubleshooting process * Administer and troubleshoot user accounts for several different systems * Provide executive support * Write technical documentation and workflows for review and implementation * Take point and complete special projects with high accuracy and within established deadlines * Plan and run meetings as well as providing technical expertise and support as requested by leadership * Monitor real time service levels and proactively adjust assignments to active the service level goals * Ensure work orders are being processed on-time by utilizing a FIFO workflow * Collect data, write and deliver daily and weekly reporting as defined by leadership * Conducts all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company * Work within the teams on-call rotation as well as provide additional coverage as needed * On-call availability after hours and weekends * Conduct all new-hire and recursive training as needed * Aid with division office moves * Fill-in for division IT personnel on an as-needed basis * Provide escalation support as requested * Cover for manager when out of the office or on vacation * Fill in as the point of contact for leadership as needed * Ability to work overtime * Ability to travel overnight * In Office: Monday through Friday