Service Desk Team Lead

Service Desk Team Lead Information System Dallas, TX April 15, 2025 > Service Desk Team LeadCoppell, TXWhat does it mean to be a BrinkerHead? We play like a team, take pride in our culture and seek every opportunity to make people feel special. Life is short. Work happy. At Brinker, we connect, serve and give to create the best life for our Team Members, Guests and community. Through our cultural beliefs, Brinker empowers its Team Members to positively impact our 4 Key Results: Engaging Team Members, Bringing Back Guests, Growing Sales and Increasing Profits. Brinker International is an equal opportunity employer. We foster an inclusion environment that promotes respect, diversity of thought and success for all.Job SummaryProvide technical assistance to restaurant and corporate customers, vendors, service providers with the following: critical system failure, hardware or software issues, general questions, clarification on operational procedures, or require one-on-one training for specific functions with their personal computer. This assistance includes support for in-house developed and third applications. Schedule and follow-up of service with vendors; provide hardware, network, and peripheral device installation and troubleshooting. Role also responsible for overseeing workload on shift, maximizing team productivity, and acting as escalation point for rest Tier 1 team.Your Key Job Functions Provide technical support for (but not limited to) the following areas: computer incidents, desktop (hardware/software), and third-party software/hardware applications. Professional, courteous and friendly Prioritize, categorize, and assign incidents to team based on skillset Trouble-shoot, diagnose and resolve complex PC and network problems. End user moves, additions and changes. Provide hardware/software troubleshooting training to other staff members. Keep incident tracking system accurate and up-to-date. Provide input on team member performance to Service Desk leadership, including call review and ticket detail Create and maintain process and procedure documentation in knowledge base. Participate in projects and provide assistance to Service Desk leadership as needed. Vital customer service link for IT to stores, vendors, service providers, and franchisees. Provide support for third-party applications such as MSOffice products, Adobe, Flash. Resolve time critical issues impacting business operations. Follow escalation matrices. Properly and consistently document call details in incident management system. Assist service providers with configuration information, parts ordering, troubleshooting. Escalate and drive resolution of aging tickets with supplier partners Assist in major incident process with communications, portal updates, closure of items upon resolution Assist/contribute to the problem management process Provide direction and support to team in absence of supervisor or manager Participate in continual service improvement (CSI) activities with Service Desk leadershipWhat You Bring to the Team 3-5 years working with PC applications. 4-5 years IT helpdesk experience. Supervisory experience Self starter and takes initiative when opportunity is presented Ability to adapt/manage to high stress situations Database knowledge (Access, SQL, Btrieve) A+ Certification preferred. ITIL and Microsoft certifications are a plus. Mastery of customer service and oral/written communications skills. Team Oriented. Analytical and problem solving skills. Proficient in Windows desktop operating systems. Knowledge of Windows-server infrastructure and Active Directory environments. W