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IT Service Desk Lead
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GTS Technology Solutions
Dallas, TX (In Person)
$58,000 Salary, Full-Time
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Job Description
IT Service Desk Lead GTS Technology Solutions - 3.2 Dallas, TX Job Details Full-time $58,000 a year 19 hours ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Tuition reimbursement Paid time off Parental leave Employee assistance program Career development plan Vision insurance Employee stock ownership plan Professional development assistance Life insurance Retirement plan Qualifications Managing technical support teams Help desk support experience Software troubleshooting Managing teams in a customer support role Team leadership Coaching Incident management software De-escalation techniques Conflict de-escalation Incident Escalation Reporting and dashboarding tools High school diploma or GED Team development Supervising experience Incident management operations support Customer support ticket management Mentoring Management reporting Customer support CompTIA A+ Ticketing system technical support Help desk Full Job Description About Us GTS Technology Solutions is an Employee-Owned (ESOP) company, established in 1984 and headquartered in Austin, Texas. We provide customized IT solutions with honesty, integrity, and pride, supporting state and local government agencies, education institutions (including K-12 and higher education), healthcare organizations, and private businesses. Our mission is to exceed the expectations of our employees, customers, and partners by delivering the highest level of customer satisfaction. Overview We are seeking an experienced IT Service Desk Lead 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 roles 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 Basic Excel skills (reporting, filtering, pivot tables preferred) Exposure to Power BI or reporting dashboards is a plus Education & Certifications 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 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.