Service Desk Team Lead/Dispatcher
RESPONSIBILITIES:A Kforce client in Grand Rapids is adding a Service Desk Team Lead/Dispatcher to their team. This role will be hybrid.Responsibilities: The Service Desk Team Lead/Dispatcher will be scheduling tickets and technicians Managing incoming support requests in the ticket queue Reviewing hardware issues reported by RMM (remote monitoring & management system); creating & assigning tickets for remediation Day-to-day operational oversight of the support desk staff and coordination of resources Back-up support desk staff taking roll-over support calls and making tickets for these The Service Desk Team Lead/Dispatcher will lead a team of 3-5 support desk- strictly daily operational leadership, it is not a full-on managerial role and does not require any performance reviews or disciplinary dutiesREQUIREMENTS: Technical aptitude - working in some sort of technical support role for 1-2 years Experience doing scheduling or dispatch, not necessarily in a technical capacity Team lead or supervisory experience is a plus, but not required Good at prioritizing and responding quickly to changing priorities Critical thinking skills - thinking outside the box, thinking logically, thinking one step ahead (if this, then that) Organized and disciplined Great team player, great customer service skills, great communication Assertive - able to convey authority without being aggressive Technical skills are less important - there must be tech background knowledge, but in-depth tech knowledge is not required and would be a bonus Need to be a team player and have a passion for IT and learningThe pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.This job is not eligible for bonuses, incentives or commissions.Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.