Service Desk Lead: Escalations, Coaching & SLAs

GTS Technology Solutions; Dallas (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

GTS Technology Solutions is seeking an experienced IT Service Desk Supervisor to lead day-to-day service desk operations in a fast-paced environment. You will coach analysts, manage escalations, and drive customer-focused service delivery across the team.

The role emphasizes improving SLA adherence, monitoring performance metrics, and contributing to process improvements while participating in monthly on-call rotations.

Qualifications

• 3+ years in IT Service Desk or Technical Support supervisor or lead role.

Responsibilities

• Collaborate with IT leadership to improve service quality and efficiency.

Skills

IT Service Desk

Lead role

Communication skills

Escalations handling

ITSM/ITIL

SLA tracking

Problem solving

Power BI

Education

High school diploma

CompTIA A+ Certification preferred

ITIL familiarity preferred

KCS familiarity preferred

Tools

Power BI

Job description

GTS Technology Solutions is seeking an experienced IT Service Desk Supervisor to lead day-to-day service desk operations in a fast-paced environment. You will coach analysts, manage escalations, and drive customer-focused service delivery across the team.

The role emphasizes improving SLA adherence, monitoring performance metrics, and contributing to process improvements while participating in monthly on-call rotations.