IT Service Desk Lead

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

Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, 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., * 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), * High school or equivalent (Required)

Experience:

• Supervising: 1 year (Preferred)
• Management reporting: 1 year (Preferred)
• Help desk: 3 years (Preferred)
• Software troubleshooting: 3 years (Preferred)

Pulled from the full job description

• Professional development assistance
• Tuition reimbursement
• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• Paid time off, * 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

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.