IT Helpdesk Team Lead Date 11-19-25
FLSA Classification: Non-Exempt
Company Profile: Starting as a typewriter company in Chickasha, OK in 1934 to having offices across North Texas and Oklahoma, Standley Systems is committed to supporting business with the technology tools and resources needed to empower their employees to get work done.
As Standley Systems has evolved over the years to provide a more holistic approach to each client environment, we have expanded our team and resources to provide business technology solutions in two key areas: Print Technology Services and Managed Services.
Team Standley was founded on and continues to operate by a “People First” mindset. Standley may mean technology, but we are committed to listening and truly understanding our clients’ situations to not only provide a solution that keeps them moving forward, but to provide an exceptional experience for everyone, every time.
Our team is all in. With a set of core values driving who we are and how we do what we do, Standley Systems is not just a name, a company, a logo, or a building somewhere...It’s our team.
Work together. Win together. Our team understands and respects the role of the person next to them. To achieve an exceptional experience for everyone every time it requires each person, the department and division to own their respective piece of the process and understand how each function works together to achieve the win.
Looking for a workplace that is culture driven by a shared set of beliefs, vision, and values, where everyone is working toward a common goal with a high sense of purpose and conviction? Join our team!
Position Profile: The Standley Systems Helpdesk Team Lead will be responsible for creating, developing, and leading a professional service team, that will achieve the highest client satisfaction. This position will report to MS Service Manager.
Team Lead Responsibilities:
- Team Leadership: Lead, and mentor a team of technicians and engineers, providing guidance and support to ensure high performance and professional growth.
- Daily reviewing and managing the Helpdesk team’s tickets
- Ensuring the highest client satisfaction by meeting customer’s needs in a courteous and timely manner
- Monitor individual performance and progress
- Ensure compliance with safety and legal standards
- Coach team members as needed
- Communicates progress, needs, and updates to management
- Keep SOPs up to date
- Lead their Team to maintain and exceed Service Benchmarks
- Reporting: Generate and analyze performance metrics, creating regular reports for management. Provide insights and recommendations for continuous improvement.
Engineer Responsibilities:
- Serve as third-level support for all users with the most complex problems, especially related to servers and networks.
- Incident Management: Oversee the monitoring of networks, servers, and systems to identify and resolve issues promptly. Ensure timely and accurate communication of incidents.
- Operational Efficiency: Develop and implement processes and procedures to improve the efficiency and effectiveness of the Helpdesk Team. Ensure adherence to industry best practices and company standards.
- Maintain and expand current technical knowledge by attending training classes and meetings
- Proactively maintain servers and networks
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in following are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Passionate about and Motivated by Team success
- Great attitude and Great work ethic to set the bar for his/her team.
- Passionate about Client’s security and up time.
- Highly organized and able to multi-task
- Strong verbal communications
- Successfully prioritize service issues based on multiple competing objectives while multitasking
- Effectively communicate with team members & customers with excellent verbal and written communication skills
- Highly Organized, detail oriented and self-motivated with Strong customer relationship skills
- Ticketing management and reporting capabilities
- Good driving record, valid driver’s license, and proof of insurance
Computer Skills:
- Advanced knowledge of networking troubleshooting, including ISP Equipment, Firewalls, Switches and Servers
- Excellent knowledge of PCs, Servers, MFPs, Email, VLANS, Wired and Wireless Networking, Storage and Backups
- Strong experience with Multiple OS, Virtual Servers, Backup Restoration, Network Troubleshooting, Server Configuration
Excellent experience deploying, managing, and troubleshooting network and server infrastructures
Experience:
- Azure Admin Associate, CCNA, VCP-DCV & CompTIA Server+ preferred
- 5+ years’ experience in IT support
Education:
- High School Diploma, 4 year college degree preferred
Physical Requirements: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to pass drug and alcohol screen. Standley Systems has federal contracts that require compliance with the Drug-Free Workplace Act of 1988, therefore medical marijuana license-holders who test positive for marijuana will not be qualified for the position.
- While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer and telephone keyboard
- Specific vision abilities required by this job include close vision requirements due to computer work
- Light to moderate lifting required
- Regular, predictable attendance required
- Travel to other Standley Systems offices and customer sites during normal business hours may be expected.
Work Environment: The work environment characteristics described here are representative of those an employee in this position encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Moderate noise (i.e., business office with computers, phone, and printers, light traffic)
- Ability to work in a confined area
- Ability to sit at a computer terminal for an extended period of time
IT Helpdesk Team Lead
I have read this job description and I completely understand all my job duties and responsibilities. I can perform the essential functions as outlined with or without reasonable accommodation. I understand that this list is not all inclusive but subject to change by management.
