Service Desk Supervisor

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 is seeking an experienced IT Service Desk Supervisor to support day-to-day service desk operations. This role is ideal for someone who thrives in a fast-paced support environment, is confident handling escalated technical issues, and enjoys coaching and guiding team members toward high-quality service delivery.

The Service Desk Lead will play a key role in maintaining service levels, improving processes, and ensuring consistent, customer-focused support experience.

Key Responsibilities

• Collaborate with IT leadership to improve service quality and efficiency
• Act as escalation point for complex service desk tickets and technical issues
• Provide calm, professional support during high-priority incidents and user de-escalations
• Coach and support service desk analysts to improve performance and consistency
• Monitor and help manage SLA compliance, ensuring timely resolution of tickets
• Assist with reporting on ticket trends, performance metrics, and service delivery KPIs
• Identify recurring issues and support process improvement initiatives
• Ask strong diagnostic questions to clarify user-reported issues and ensure accurate triage
• Support documentation and knowledge article creation using structured knowledge practices
• Participate in monthly on-call rotation for after-hours escalations

Required Skills & Experience

• 3+ years in IT Service Desk or Technical Support supervisor or lead role
• Prior experience in a lead, senior analyst, or mentoring/coaching capacity
• Strong communication skills (written and verbal) with a focus on customer experience
• Experience handling escalations and de-escalating frustrated users professionally
• Solid understanding of IT service management processes and ticketing systems
• Experience with SLA tracking and incident management practices
• Strong problem-solving mindset and ability to stay resourceful under pressure
• Exposure to Power BI or reporting dashboards is a plus

Education & Certification's

• High school diploma or equivalent required
• CompTIA A+ Certification preferred
• Understanding of IT Service Management (ITSM) or ITIL-based frameworks preferred
• Familiarity with structured knowledge management practices such as Knowledge-Centered Service (KCS)
• Understanding of IT service frameworks such as ITIL (Information Technology Infrastructure Library)

Other Requirements

• Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based upon hire.

GTS Technology Solutions, Inc. is an Equal Opportunity Employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws.

All hiring decisions are made in compliance with EEOC guidelines. Background check information is used fairly and does not unlawfully discriminate against any individual.

GTS Technology Solutions participates in E-Verify to confirm employment eligibility of all newly hired employees. Employment is contingent upon successful verification of identity and legal authorization to work in the United States.

For more information about E-Verify, please visit the official E-Verify website.