Service Desk Agent Team Lead

DescriptionThink of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise.We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success.Ready to join us? Here’s what the opportunity supported through our TGS Talent Acquisition Team requires:The TEKsystems 3M Team Lead plays a critical role in driving the growth and success of the team supporting 3M. This position is responsible for motivating and supporting service desk agents, ensuring prompt and effective resolution of calls to meet the expectations of end-users, management, and the business. The Team Lead collaborates closely with the Engagement Manager and Senior Engagement Manager to plan and oversee daily operations, ensuring that incident management and team support align with the client’s statement of work.Team Leadership & DirectionProvide daily guidance to the team to support customer workload and management goals. Foster a high-quality work environment that motivates team members and encourages success. Ensure work is distributed fairly across the team.Process ImprovementEvaluate current processes and procedures, recommending improvements to enhance efficiency, operations, and service quality.Reporting & Communication Assist in preparing daily and monthly reports for customers and management. Participate in monthly reviews and one-on-one meetings with the Engagement Manager. Maintain open communication within the team and with leadership.Quality & EscalationsSupport escalations from customer contacts or leadership. Collaborate with the Engagement Manager on quality checks for calls and tickets. Monitor and enforce adherence to company policies.Collaboration & RelationshipsWork with peers, escalation groups, and management to strengthen team relationshipsCustomer Service & SupportDemonstrate a strong passion for customer service and helping others. Provide after-hours and on-call support as needed. Create a positive and encouraging environment for team success. Support coaching and development of team members.Additional Skills & QualificationsProven leadership skills and ability to work within a team.Effective written and verbal communication skills.Ability to motivate others and help them reach their full potential.Commitment to delivering high-quality work and adhering to company policies.At least 1–2 years of experience in a Service Desk environment or equivalent work experience.Job Type & LocationThis is a Permanent position based out of Dallas, TX.Pay and BenefitsThe pay range for this position is $45760.00 - $58240.00/yr.We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc.Our full-time, internal employment benefits include the following:• Medical, Dental, and Vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life and AD&D for employee and dependents)• Short and Long-Term Disability• Health Spending Account (HSA)• Transportation Benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)Workplace TypeThis is a fully remote position.Application DeadlineThis position is anticipated to close on Nov 19, 2025.h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Created: 2025-11-16