IT Service Desk Lead - Team & Process Champion

MB2 Dental; Carrollton (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

MB2 Dental is seeking an experienced IT Service Desk Supervisor to oversee daily Service Desk operations and ensure users receive timely, consistent, and professional technical support.

This position provides day-to-day direction to Service Desk employees, manages ticket and phone coverage, coordinates technical escalations, supports team development, and identifies opportunities to improve Service Desk processes and performance.

Qualifications

• Three or more years of experience in an IT Service Desk, Help Desk, desktop support, or related technical-support environment.
• Previous team-leadership, coaching, or supervisory experience.
• Experience managing ticket queues, technical escalations, and support workflows.
• Working knowledge of Windows, Microsoft 365, identity and access support, computers, printers, basic networking, remote-support tools, and IT service-management systems.
• Strong troubleshooting, organization, decision-making, and written and verbal communication skills.
• Ability to prioritize competing needs in a fast-paced support environment.
• Ability to communicate clearly and professionally with technical and nontechnical audiences.

Responsibilities

• Oversee daily ticket queues, phone coverage, staffing, work assignments, and escalations.
• Review critical, aging, unassigned, and overdue tickets, balancing workloads based on staffing levels and business impact.
• Ensure tickets reflect clear ownership, accurate status, complete documentation, and defined next steps.
• Coach Service Desk employees and reinforce expectations related to customer service, communication, troubleshooting, schedule adherence, and follow-through.
• Coordinate new-hire onboarding, training, cross-training, knowledge development, and backup coverage.
• Serve as the first supervisory escalation point for complex, unresolved, or high-impact support issues.
• Coordinate escalations and ownership transfers with the appropriate IT teams while ensuring users receive timely updates.
• Monitor ticket volume, backlog, aging, response and resolution times, call traffic, abandonment rates, and service-level results.
• Maintain Service Desk procedures, workflows, escalation paths, training materials, handbooks, and knowledge articles.
• Identify and implement opportunities to streamline workflows, improve efficiency, and strengthen service quality.
• Coordinate daily schedules, planned absences, on-call coverage, handoffs, and backup assignments to maintain consistent Service Desk coverage.
• Support recruiting, interviewing, and onboarding activities as needed.
• Partner with IT leadership to communicate technology updates, organizational policies, support changes, and emerging issues to the Service Desk team.
• Provide operational updates and recommendations to the IT Service Desk Manager.

Skills

IT service desk

Team leadership

Ticket queues

Troubleshooting

Communication

Prioritization

Documentation

Education

Associate degree or higher in IT

Tools

Windows

Microsoft 365

Networking basics

Remote-support tools

ITSM systems

Job description

MB2 Dental is seeking an experienced IT Service Desk Supervisor to oversee daily Service Desk operations and ensure users receive timely, consistent, and professional technical support.

This position provides day-to-day direction to Service Desk employees, manages ticket and phone coverage, coordinates technical escalations, supports team development, and identifies opportunities to improve Service Desk processes and performance.