Information Technology Support Team Lead

Whitley Penn, a leading CPA and Consulting firm, is seeking an Information Technology Support Team Lead. We are looking for a dynamic and experienced Technology Support Team Lead with a proven track record of providing technical leadership to desktop and technology support teams. Proficient in ensuring efficient end-user ticket management and timely resolution of support tickets. Skilled in overseeing the pre-deployment and delivery of laptops and desktops, as well as asset and security management. Committed to delivering high-quality support and maintaining accurate reporting to enhance overall IT operations on a daily and weekly basis to provide consistent excellent service to our 900 customers.

Job Details

• Classification: Full-time; Non-exempt
• Location: Dallas or Fort Worth, TX
• Office Expectations: Fully in-office position
  
  

How We Work

Whitley Penn has become one of the region’s most distinguished and fastest growing public accounting firms by providing exceptional service that reaches far beyond traditional accounting. We believe in working in collaborative teams with an emphasis on open-door policy and encouraging entrepreneurial thinking. We learn, innovate, and succeed by sharing knowledge, embracing diversity, and working together. We are all part of the same family and each person matters. We are more than just a job.

How Will You Make an Impact?

• Provide technical leadership of a team of desktop support technicians, providing guidance, mentorship, performance feedack and escalation management.
• Provide hands-on technical support to resolve desktop and technology issues.
• Identify opportunities for process improvements, software fixes and implement best practices to enhance the efficiency of team and reduce ticket / request workload.
• Organize, develop and deliver training programs for the support team.
• Ensure high levels of customer satisfaction by providing excellent support and communication. Act as a point of escalation for customer complaints and issues.
• Update and manage knowledge base articles for common issues.
• Work closely with other IT teams, including network, security and application support, to resolve cross-functional issues and projects.
• Generate regular reports on team performance, incident resolution times, and customer satisfaction and provide recommendations accordingly.
  
  

How Will You Get Here?

• 10 years of experience with MS Windows and MS Office in various versions.
• 7 years of IT technical support or helpdesk experience.
• Bachelor’s degree in information technology or related technical area is preferred. (An additional 5–7 years' experience may offset lack of a university degree.)
• Microsoft or CompTIA certifications are a big plus.
• Very strong knowledge and hands on experience with Microsoft 365 E3 or E5.
• 2 years as systems or application administrator is a plus.
• Experience with FreshService is a plus.
• Experience with accounting applications from Thomson or WoltersKluwers is a plus.
• Flexible, well-motivated team player, ability to work under pressure with a professional demeanor.
• Ability to research, document and share solutions from a variety of sources.
• Very strong communication (verbal and written) and customer service skills.
  
  

Why Should You Apply?

• Firm Paid Medical Insurance (Free Employee Only Coverage on 2 of 3 plans)
• Voluntary Dental and Vision Insurance
• 17 Annual Firm holidays, including extended breaks around July 4th and year-end
• 20 days PTO for Salaried Employees
• Paid Maternity and Parental Leave
• 401(k) with Profit Sharing
• Discretionary Bonus Program
• Health & Wellness Program
• Pet Insurance
  
  

Whitley Penn is proud to be an equal opportunity workplace. We recruit, employ, train, compensate, and promote without regard to on age, race, creed, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other basis protected by applicable federal, state, or local law. Whitley Penn is a participant in E-Verify please follow the link to review disclosure notifications: https://www.dropbox.com/s/olsr5xgsgxsntu3/E-Verify Notices.pdf?dl=0. All employment is decided on the basis of qualifications, merit, and business need.