IT Service Desk Supervisor

The IT Service Desk Supervisor role at GTS Technology Solutions supports day-to-day service desk operations in Dallas, TX (onsite) by leading escalations, maintaining service levels and SLA compliance, and coaching service desk analysts. The position also supports incident escalations during an after-hours rotation and contributes to process and knowledge improvements.

Key Responsibilities

• Work with IT leadership to improve service quality and operational efficiency.
• Serve as the escalation point for complex service desk tickets and technical issues.
• Provide steady, professional support during high-priority incidents and while de-escalating user concerns.
• Coach and support service desk analysts to improve performance and consistency.
• Monitor and assist with SLA compliance to support timely ticket resolution.
• Help generate reporting on ticket trends, performance metrics, and service delivery KPIs.
• Identify recurring issues and support service desk process improvement initiatives.
• Ask strong diagnostic questions to clarify user-reported issues and support accurate triage.
• Support documentation efforts, including participation in knowledge article creation using structured knowledge practices.
• Participate in the monthly after-hours on-call rotation for escalations.

Required Qualifications

• 3+ years of experience in an IT Service Desk or Technical Support Supervisor role.
• Experience in a lead, senior analyst, or mentoring/coaching capacity.
• Strong written and verbal communication skills 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 skills and the ability to stay resourceful under pressure.
• Basic Excel skills, including reporting and filtering, with pivot tables preferred.
• High school diploma or equivalent.
• Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based requirement.

Preferred Qualifications

• Exposure to Power BI or reporting dashboards.
• CompTIA A+ Certification.
• Understanding of IT Service Management (ITSM) or ITIL-based frameworks.
• Familiarity with Knowledge-Centered Service (KCS) structured knowledge management practices.
• Understanding of ITIL (Information Technology Infrastructure Library) service frameworks.

Technologies

• Excel
• Power BI
• ITSM
• ITIL
• Knowledge-Centered Service (KCS)

Compensation and Location

Location: Dallas, TX (onsite)

Salary: USD 73,000 - 78,500 per year

Work type: In person

Benefits

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