Service Desk Lead: Escalations, Coaching & SLAs

GTS Technology Solutions

Dallas (TX)

On-site

USD 70,000 - 90,000

Full time

35 hours ago
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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.

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