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Help Desk Coordinator / Dispatch Team Lead
•9 days ago
| Estimated Pay | $14 per hour |
|---|---|
| Hours | Full-time, Part-time |
| Location | Annapolis, Maryland |
Compare Pay
Estimated Pay We estimate that this job pays $13.5 per hour based on our data.
$12.57
$13.50
$17.5
About this job
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.
ICSI is a rapidly growing MSP in Annapolis, Maryland and has been servicing the DC Metro area since 1987.
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.
- Defining processes and operations for Service Delivery and Professional Services
- 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
- Prepare and present service ticket reports to management regularl
- Minimum 3 years experience as a Helpdesk Team Lead
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