> Markdown version of [/jobs/ext/575602-it-service-desk-lead](https://www.wearedevelopers.com/jobs/ext/575602-it-service-desk-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# IT Service Desk Lead

- **Company:** GTS Technology Solutions
- **Location:** Dallas, TX, United States
- **Experience:** Expert
- **Salary:** $58,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Issue Tracking Systems, IT Management, Knowledge Management, Pivot Tables, Power BI, Software Troubleshooting
- **Published:** June 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=9e9aa4ca221a860a

## About the Role

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)

## Description

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


## Related Videos

- [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag)
- [Successful talent development: A joint journey of executives and talents](https://www.wearedevelopers.com/videos/1002-successful-talent-development-a-joint-journey-of-executives-and-talents)
- [Your Manager Doesn’t Come with a User Manual (But You Can Totally Write One)](https://www.wearedevelopers.com/videos/1495-your-manager-doesn-t-come-with-a-user-manual-but-you-can-totally-write-one)
- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Engineering/Manager Pendulum: Generating compound interest on your career](https://www.wearedevelopers.com/videos/100348-engineering-manager-pendulum-generating-compound-interest-on-your-career)
- [Scaling Talent from Within: How Upskilling Fuels Growth](https://www.wearedevelopers.com/videos/1379-scaling-talent-from-within-how-upskilling-fuels-growth)

## Related Articles

- [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)
- [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)
- [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)
- [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume)
- [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)
- [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)