Help Desk Coordinator ​/ Dispatch Team Lead

Job Description

Job Description

Overview of Company ICSI is a rapidly growing MSP in Annapolis, Maryland and has been servicing the DC Metro area since 1987.

Position Overview: The Help Desk Coordinator will assist ICSI to manage day-to-day IT operations. The Help Desk Coordinator will primarily assist with user support and asset management, as well as contribute to documentation within Connect Wise Manage.

Job Description:

Help Desk Coordinator / Dispatch Manager

Duties:

• Provides daily supervision and direction to helpdesk team
• Manage personnel who serve as the first point of contact for troubleshooting hardware, software, PC, printer, and Network issues
• Assigning and tracking helpdesk tickets
• Tracking, reporting, and ensuring adherence to SLAs
• Provides administrative and technical direction to helpdesk team
• Strong communication, leadership, and customer service skills.
• Works closely with other teams and clients to coordinate plans and activities
• Analyze, evaluate, and resolve client service delivery challenges.
• Monitor and review all service and support queues to assign ticket priority, and escalations, determine if request is new or Document
• Review and improve workflows in ticket and staff dispatching and other work processes as needed

Relevant Additional Information:

• Proficient in English (oral and written)
• Active listener with excellent communication skills
• Prioritize Calls/Emails according to Urgency and Importance
• Exhibit's ability to think creatively and analytically.
• Outstanding organizational and multitasking abilities
• Sound judgement and critical thinking
• Ability to work well under pressure.
• Assess the situation and prioritize calls.
• Coordinate schedules in the most effective manner.

Experience:

• Minimum 3 years experience as a Helpdesk Team Lead
• Strong written, verbal and presentation skills
• Be communicative and social, assertive and enthusiastic
• Problem solver