Help Desk Team Lead

D.R. Horton, Inc., the largest homebuilder in the U.S., was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high quality homes designed principally for the entry-level and first time move-up markets. The Company also provides mortgage financing and title services for homebuyers through its mortgage and title subsidiaries. Please visit our website at www.drhorton.com for more information.

D.R. Horton, Inc. is currently looking for an Help Desk Team Lead. The right candidate will be responsible for all IT support activities related to end user hardware, software and other IT related issues. This position provides a leadership resource through knowledge, experience, motivation, support and advice. Responsible for knowing and complying with proper procedures.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• 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