Top 43 Helpdesk manager Jobs in Dallas, Tx

Help Desk Supervisor
M3 Networks —Southlake, TX
- $70,000 - $80,000 a year
- Full-time
- Hybrid work
- 5 years
- Supervising experience
- Senior level
- Health insurance
- Dental insurance
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Helpdesk Specialist
Adams Clinical —Dallas, TX
- $60,000 - $65,000 a year
- Hybrid work
- Mid-level
- Windows
- Bachelor's degree
- Health savings account
- Health insurance
Help Desk Analyst
Methodist Health System —Dallas, TX
- Weekends as needed
- Computer science
- Computer Science
- Military
3d
IT Support Services Manager
City of Garland —Garland, TX
- $102,042.72 - $137,794.65 a year
- Full-time
- Computer Science
- Inventory management
- Maintenance
IT Service Delivery & End User Operations Manager
Scottish Rite for Children —Dallas, TX
- Weekends as needed
- Hospital
- 5 years
- Analysis skills
IT Helpdesk Technician
AEG- Corporate —Addison, TX
- Mid-level
- Office
- High school diploma or GED
- Health savings account
- Paid holidays
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6d
Service Desk Manager
Alliance Defending Freedom —Dallas, TX
- $92,000 - $147,900 a year
- Computer science
- Computer Science
- Office
- Paid holidays
- Disability insurance
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6d
EHR Support Desk Coordinator
StrideCare —Addison, TX
- Full-time
- Hybrid work
- Writing skills
- HIPAA
- Mid-level
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13d
Tier 1 Support Analyst
Willow Bridge Property Company —Dallas, TX
- Full-time
- Computer literacy
- Residential
- Business
- Health insurance
- Dental insurance
5d
Learning Technology Consultant
7-Eleven —Irving, TX
- System design
- Mid-level
- Organizational skills
13d
Tier 1, IT Help Desk Support
Centre Technologies —Dallas, TX
- Full-time
- Mid-level
- Windows
- High school diploma or GED
- Paid holidays
- Health insurance
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Information Technology Support Specialist
The King's University —Southlake, TX
- Part-time
- Classroom
- Mid-level
- Windows
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Application Support Specialist
Cresa —Dallas, TX
- Full-time
- Analysis skills
- Organizational skills
- Communication skills
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4d
IT Helpdesk Support
City IT —Dallas, TX
- Online Application
- Microsoft Word
- Research
- Ability to lift 50 pounds
- AD&D insurance
- Paid holidays
IT Support Specialist
AT&T Performing Arts Center —Dallas, TX
- $48,000 - $58,000 a year
- Weekends as needed
- Mid-level
- Bachelor's degree
- Experience equivalent to degree accepted
0000009707.IT SUPPORT SPECIALIST SENIOR.INFO TECH - OPERATIONS
Dallas County —Dallas, TX
- Weekends as needed
- Clean driving record
- Research
- Mid-level
Manager - ERP/SIS Support
Arlington Independent School District —Arlington, TX
- School experience
- Microsoft Outlook
- ERP systems
Supervisor, IT
The Specialty Alliance —Southlake, TX
- $65 - $80 an hour
- Full-time
- Mid-level
- Office
- Windows
Quick Apply
10d
Technician, Help Desk (226 Days)
Dallas Independent School District —Dallas, TX
- $41,909 - $51,112 a year
- Full-time
- Google Workspace
- Mid-level
- Office
RCM Application Management Support Team Lead
TridentCare —Carrollton, TX
- $72,100 a year
- Office
- SQL
- Analysis skills

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helpdesk manager jobs near dallas, tx

Help Desk Supervisor

M3 Networks
Southlake, TX

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Job Details

Permanent | Full-time
$70,000 - $80,000 a year

Benefits

Health insurance
Dental insurance
401(k)
Paid time off
401(k) matching
Professional development assistance
Life insurance
Referral program

Qualifications

Managing technical support teams
Service agreement management
Teamwork
Managing teams in a customer support role
Team leadership
Incident Escalation
Performance management
Team development
Supervising experience
Customer support ticket management
Management reporting
Process management
Technical Proficiency
Cross-functional communication
Ticketing system technical support

Full Job Description

Help Desk Supervisor

Role Summary

The Service Desk Supervisor is a hands on leadership role responsible for the daily performance, quality, and accountability of the Service Desk within a Managed Services Provider environment. This role leads by example by actively working tickets at all levels while owning escalations, service quality, and team performance.

This position plays a critical role in supporting quarterly business goals by ensuring predictable service delivery, strong SLA performance, and operational efficiency. The Service Desk Supervisor serves as a key bridge between leadership, technical staff, and clients including VIP stakeholders.

Core Responsibilities

Service Desk Operations and Leadership
- You're a technician First
- Own daily service desk performance including ticket flow, prioritization, documentation, and resolution quality.
- Actively work tickets across all levels including complex and escalated issues.
- Serve as the primary escalation point for service desk incidents and client concerns.
- Ensure consistent adherence to service standards, response expectations, and communication guidelines.

Escalation Management and VIP Support
- Manage escalated tickets with urgency, professionalism, and clear communication.
- Communicate directly with VIP and executive level clients to address concerns and set expectations.
- Lead service recovery efforts during high impact incidents to restore confidence and trust.

SLA Ownership and Service Quality
- Create, implement, monitor, and report on Service Level Agreements.
- Ensure ongoing SLA compliance across response times, resolution times, and service quality.
- Identify trends, risks, and recurring issues impacting SLA performance and drive corrective actions.
- Conduct regular reviews and audits to ensure service delivery aligns with contractual commitments.

Ticketing Systems and Process Improvement
- Lead the implementation, optimization, and auditing of the ticketing system.
- Enforce ticketing standards including documentation quality, time tracking, and workflow adherence.
- Identify inefficiencies and implement practical improvements that support scalability and consistency.
- Partner with leadership to align service desk processes with organizational goals.

Team Leadership and Collaboration
- Hold weekly meetings with technical staff to review performance, escalations, trends, and priorities.
- Coach, develop, and hold service desk staff accountable to performance and communication standards.
- Support onboarding and ongoing skill development for service desk team members.
- Foster a culture of ownership, professionalism, and continuous improvement.

Project and Cross Functional Work
- Participate in internal projects related to service delivery, tools, and process improvements.
- Coordinate with engineering, projects, and leadership teams to ensure smooth handoffs and alignment.
- Balance reactive service desk demands with proactive project responsibilities.

Business Outcomes and Quarterly Goal Support
- Partner with service delivery leadership to support and execute quarterly business goals.
- Translate quarterly objectives into clear service desk priorities, metrics, and action plans.
- Track and report progress toward quarterly goals while identifying risks early.
- Balance service quality with efficiency to support profitability and scalability.
- Understand how service desk performance impacts utilization, margins, and client health.

Required Qualifications
- Minimum of 5 years experience working in a Managed Services Provider environment.
- Minimum of 5 years experience in a management or supervisory role.
- Strong technical foundation with the ability to troubleshoot across multiple systems and environments.
- Proven experience handling escalations and complex technical issues.
- Demonstrated ability to communicate effectively with technical teams, non technical users, and VIP stakeholders.
- Experience creating, managing, and reporting on Service Level Agreements.
- Hands on experience with ticketing systems and service desk workflows.

Success in This Role Looks Like
- Service Level Agreements are consistently met or exceeded without technician burnout.
- Escalations decrease over time due to improved process, coaching, and clarity.
- The service desk operates predictably and supports quarterly business objectives.
- Leadership has clear visibility into service performance, risks, and capacity.

Final NoteThis role is critical to protecting service quality, client trust, and internal team health. The Service Desk Supervisor ensures commitments made to clients are realistic, measurable, and consistently delivered while supporting leadership in achieving quarterly goals.

Pay: $70,000.00 - $80,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program

Work Location: Hybrid remote in Southlake, TX 76092

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Refine Your Search

helpdesk manager jobs in dallas, tx

Help Desk Supervisor

Helpdesk Specialist

Help Desk Analyst

IT Support Services Manager

IT Service Delivery & End User Operations Manager

IT Helpdesk Technician

Service Desk Manager

EHR Support Desk Coordinator

Tier 1 Support Analyst

Learning Technology Consultant

Tier 1, IT Help Desk Support

Information Technology Support Specialist

Application Support Specialist

IT Helpdesk Support

IT Support Specialist

0000009707.IT SUPPORT SPECIALIST SENIOR.INFO TECH - OPERATIONS

Manager - ERP/SIS Support

Supervisor, IT

Technician, Help Desk (226 Days)

RCM Application Management Support Team Lead

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