Desktop Support Supervisor

GTS Technology Solutions is seeking a Desktop Support Supervisor to lead the day-to-day operations of its Desktop Support function. This onsite role in Dallas, TX centers on directing a team of technical support professionals while ensuring reliable service delivery for customer stakeholders and internal partners.

You will oversee ticket flow, SLAs, escalations, and endpoint deployments, while also helping develop team members through coaching, performance feedback, and accountability. The position supports day-to-day coverage planning and collaborates across Service Desk, infrastructure, network, security, Microsoft 365, application, and vendor teams to resolve complex issues.

What you will do

• Lead, coach, and support Desktop Support Team Leads and technicians.
• Manage daily staffing needs, including schedules, workload distribution, PTO, timesheets, and coverage.
• Run one-on-ones, provide performance feedback, and support employee development and accountability.
• Assist with interviewing, onboarding, training, and performance management.
• Oversee Desktop Support tickets, service requests, escalations, deployments, and project work.
• Monitor SLAs, ticket aging, backlog, MTTR, quality, and customer satisfaction to meet service expectations.
• Ensure tickets are properly documented, updated, prioritized, and escalated when required.
• Coordinate laptop and desktop deployments, refreshes, equipment replacements, and asset tracking.
• Act as an escalation point for complex technical issues and high-priority customer requests.
• Partner with cross-functional teams to resolve issues spanning infrastructure, network, security, Microsoft 365, applications, and vendors.
• Identify service or process gaps and help improve Desktop Support procedures and the overall customer experience.

What you bring

• 3+ years of experience in Desktop Support, endpoint services, technical support, or a related enterprise IT environment.
• Supervisory or people-management experience is strongly preferred.
• Experience managing technical staff, workloads, escalations, staffing coverage, and customer expectations.
• Working knowledge of ITIL/ITSM, SLAs, KPIs, ticket management, and escalation processes.
• Strong understanding of Windows endpoints, Microsoft 365, hardware, software, peripherals, deployments, and enterprise Desktop Support.
• Leadership, communication, organization, and customer-service skills.
• Experience with enterprise ITSM/ticketing platforms is preferred.
• CompTIA A+ and ITIL certification or equivalent knowledge is a plus.
• Must successfully pass a Criminal Justice Information Systems (CJIS) background check upon hire.
• Ability to lift and maneuver computer equipment up to 35 lbs.
• Ability to travel between supported customer locations as needed.
• Flexibility to occasionally support after-hours deployments, major incidents, special events, or other critical operations.

Technology focus

• ITIL, ITSM, SLAs, KPIs
• Windows
• Microsoft 365
• CJIS

Location and pay

• Location: Dallas, TX (onsite, in person)
• Salary: $76,000.00 - $81,000.00 per year
• Minimum experience: 3 years
• Education: High school or equivalent

Benefits

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance