The IT Service Desk Lead supports daily service desk operations in Dallas, TX and serves as the escalation point for complex tickets and incidents.

Partner with IT leadership to raise service quality and improve operational efficiency
Resolve complex service desk tickets and technical issues as the primary escalation contact
Provide steady, professional support during high-priority incidents and support user de-escalation
Coach and assist service desk analysts to improve performance, consistency, and support outcomes
Monitor SLA compliance and help ensure tickets are resolved within required timeframes
Support reporting efforts covering ticket trends, performance metrics, and service delivery KPIs
Help identify recurring issues and contribute to process improvement initiatives
Ask strong diagnostic questions to clarify user-reported symptoms and improve triage accuracy
Support documentation and knowledge article creation using structured knowledge practices
Participate in a monthly on-call rotation for after-hours escalations

3+ years of experience in IT Service Desk or Technical Support
Experience in a lead or senior analyst role, including mentoring or coaching responsibility
Strong written and verbal communication skills with an emphasis on customer experience
Experience managing escalations and de-escalating frustrated users professionally
Working knowledge of IT service management processes and ticketing systems
Experience tracking SLAs and applying incident management practices
Problem-solving mindset and ability to stay resourceful under pressure
Basic Excel skills for reporting (filtering and pivot tables preferred)
Exposure to Power BI or reporting dashboards is preferred
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)
Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check

IT Service Desk Lead

Job Description