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IT Customer Service Team Leader

Lubbock, Texas

We are looking for a Customer Service Team Leader who will bring together the people, systems, and scheduling to provide support and facilitate the service agreements between CoNetrix Technology and our customers. The Customer Service team is the first and vital customer link. Customers contacts may come in the form of telephone calls, emails, or via our web portal.

Typical IT Customer Service duties include:

  • Collecting customer requests and information by phone or email
  • Conducting basic troubleshooting to determine the level of support needed
  • Creating tickets for all customer requests
  • Solving common problems such as username and passwords resets
  • Performing Tier 1 support for customers, including installing and upgrading software, configuring systems and applications, and hands-on installation of hardware
  • Providing virtual/remote assistance sessions as needed

As the Team Leader you will:

  • Ensure customers are provided the highest quality support experience
  • Create and foster a positive and engaging work environment
  • Guide and coach the team to effectively work with customers and other Technology teams
  • Educate and train IT skills to advance team expertise 
  • Maintain a good work ethic and assist team members when needed
  • Monitor and escalate customer tickets when necessary to ensure Service Level Agreements are met


Since 1994, some remarkably skilled professionals have been studying, designing, installing, minding, and protecting information technology (IT) systems for CoNetrix Technology customers. Our goal is for IT to help our customers do their work better and easier. This spirit of friendly and extreme service is the catalyst for our growing business. We have more loyal customers, more innovative services, and more IT options than ever.

To keep and continue this spirit we are looking for a person who:

  • Has a background and experience with providing Tier 1 IT support.
  • Likes people and wants to help them. You have the emotional intelligence needed to get along with people. Beyond being likable and pleasant, your goal will be to help our customers and engineers get together to solve IT problems.
  • Loves to organize. You enjoy creating a place for everything and putting everything in its place. You know where or how to find whatever you need. 
  • Is good at listening, speaking, and writing. Yes, accurate and effective communication is essential for this position.
  • Likes to Learn new stuff. Learning makes you smile. New people, new technology, new solutions, etc. all energize you. 
  • Is a self-starter. You explore, learn, discover, and share fresh ideas to make CoNetrix Technology even better. 
  • (Icing on the cake. If you have a college degree and previous experience with leading an IT support group, you will have a head start on other candidates.)

Does this sound like you? 

If so and you would like to join our team, please Apply Now?

If not, check back with us to see future possibilities.