Top 25 It support 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
Quick Apply
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 Support Lead
Raising Cane's —Plano, TX
- Full-time
- Office
- Senior level
Quick Apply
Plano Executive Support Team Lead
PepsiCo —Plano, TX
- $93,500 - $156,450 a year
- 7 years
- Office
- Travel
- Paid parental leave
- Health insurance
Pharmacy Support Account Manager
Liberty Software —Lewisville, TX
- From $29 an hour
- Overtime
- Computer science
- Computer Science
- Computer literacy
- Health savings account
- Paid holidays
Quick Apply
Manager, IT Applications - CP LIS Implementation & Support
Sonic Healthcare USA, Inc —Dallas, TX
- Full-time
- 6 years
- HIPAA
- Supervising experience
5d
Manager, IT Applications - AP LIS Implementation & Support
Sonic Healthcare USA, Inc —Dallas, TX
- Full-time
- 6 years
- HIPAA
- Supervising experience
5d
Technical Support Engineering Manager - SmartPay
Jack Henry & Associates —Allen, TX
- On call
- Hybrid work
- 7 years
- Research
- Office
Technology Support Lead - MQ Series
JPMorganChase —Plano, TX
- Full-time
- 5 years
- System design
- Windows
- Health insurance
- Tuition reimbursement
Technical Account Manager
DivergeIT —Plano, TX
- $22 - $33 an hour
- Full-time
- Computer science
- Computer Science
- Mid-level
- Health savings account
- Health insurance
Quick Apply
2d
Business Manager - Senior Associate
JPMorganChase —Plano, TX
- Full-time
- Research
- Mid-level
- US work authorization
- Health insurance
- Tuition reimbursement
Mgr Technical Support / Mgr Engineering Services
Atmos Energy —Dallas, TX
- Full-time
- 5 years
- Computer literacy
- Office
11d
Technical Support Lead
AYC GROUP LLC —Dallas, TX
- $18 - $25 an hour
- Full-time
- Team management
- In-person
- Communication skills
- Health insurance
- Dental insurance
Quick Apply
3d
Sr. Manager – Data & AI Support Engineering
Databricks —Plano, TX
- On call
- Azure
- Java
- SQL
Technical Account Manager
Diverge IT —Plano, TX
- $22 - $33 an hour
- Full-time
- Computer science
- Computer Science
- Mid-level
Quick Apply
2d
Workday Payroll AMS Lead Consultant
Mercer —Dallas, TX
- $111 an hour
- Full-time
- Remote
- Mentoring
- US work authorization
- Senior level
- Health insurance
- 401(k)
TECHNICAL LEAD L1
Wipro Limited —Plano, TX
- $60,000 - $135,000 a year
- On call
- 5 years
- Pass drug screening
- Senior level
- Disability insurance
- Health insurance
Lead Support Engineer
Hill & Wilkinson General Contractors —Richardson, TX
- On call
- Computer science
- Computer Science
- Office
- Paid holidays
- Health insurance
Mgr Engineering Services / Mgr Technical Support
Atmos Energy —Dallas, TX
- Full-time
- 7 years
- Engineering
- System design
12d
Major Incident Manager III
Jack Henry & Associates —United States
- $65,900 - $85,000 a year
- Full-time
- Remote
- Bachelor of Science
- Analysis skills
- Bachelor's degree
2d

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Help Desk Supervisor

M3 Networks
Southlake, TX

Quick Apply

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

Quick Apply

Refine Your Search

it support manager jobs in dallas, tx

Help Desk Supervisor

IT Support Services Manager

IT Support Lead

Plano Executive Support Team Lead

Pharmacy Support Account Manager

Manager, IT Applications - CP LIS Implementation & Support

Manager, IT Applications - AP LIS Implementation & Support

Technical Support Engineering Manager - SmartPay

Technology Support Lead - MQ Series

Technical Account Manager

Business Manager - Senior Associate

Mgr Technical Support / Mgr Engineering Services

Technical Support Lead

Sr. Manager – Data & AI Support Engineering

Technical Account Manager

Workday Payroll AMS Lead Consultant

TECHNICAL LEAD L1

Lead Support Engineer

Mgr Engineering Services / Mgr Technical Support

Major Incident Manager III

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