Help Desk Lead / Dispatcher

We are looking for a highly organized and customer-focused Help Desk Lead/Dispatcher to oversee and coordinate the day-to-day operations of our help desk team. In this role, you will be responsible for managing incoming support requests, assigning tasks to appropriate technicians, and ensuring that customer issues are resolved promptly and efficiently. This position requires excellent communication, multitasking, and leadership skills to ensure the smooth operation of IT support services in a fast-paced MSP. The position to the Senior Client Services Manager/Executive VP. The position is a full-time/permanent role with Paladin Business Consulting, LLC, a sister company of Davidson, Holland, Whitesell & Co., PLLC, and is based in Hickory, NC.

Key Responsibilities:

• Lead and Supervise the Help Desk Team: Oversee the activities of help desk staff, ensuring that all service requests and incidents are addressed in a timely manner.
• Ticket Management: Manage and prioritize incoming support tickets, ensuring accurate categorization and proper escalation to the relevant teams.
• Dispatcher Role: Dispatch service requests and incidents to the appropriate technician or team based on priority, complexity, and expertise required.
• Customer Service Excellence: Act as the point of contact for clients and end-users, providing professional and courteous communication throughout the resolution process.
• Monitoring Performance: Track ticket progress and ensure that SLAs (Service Level Agreements) are met. Provide regular updates to stakeholders on the status of ongoing issues.
• Training and Support: Mentor and support junior team members, providing guidance on troubleshooting, customer service, and ticket management best practices.
• Escalation and Issue Resolution: Address high-priority or escalated issues promptly, ensuring effective resolution and minimal disruption to business operations.
• Reporting and Documentation: Maintain clear documentation of support requests, resolutions, and customer feedback. Generate regular reports on help desk performance and incident resolution times.
• Process Improvement: Continuously identify areas for improvement in ticket management, customer service, and team workflow, implementing new processes as necessary.
• Vendor Coordination: If applicable, coordinate with third-party vendors or service providers for specialized support or hardware issues.

Qualifications:

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• Proven experience in a help desk or IT support role, with at least 1-2 years in a leadership or supervisory capacity.
• Strong understanding of help desk software, ticketing systems (e.g., Autotask, Zendesk, ServiceNow, Jira), and IT support processes.
• Excellent communication skills with the ability to effectively convey technical information to non-technical users.
• Strong problem-solving skills, with the ability to diagnose issues and resolve them efficiently.
• Exceptional organizational and multitasking abilities, with a keen eye for prioritization.
• Customer service-oriented with a focus on providing the best possible experience to end-users.
• Knowledge of IT hardware, software, and common troubleshooting procedures.
• Ability to manage and motivate a team, fostering a collaborative and positive work environment.

Preferred Skills:

• Experience with ITIL (Information Technology Infrastructure Library) processes and best practices.
• Certification in IT support (e.g., CompTIA A , ITIL Foundation, Microsoft Certified Professional).
• Familiarity with remote support tools and cloud-based solutions.
• Knowledge of basic networking concepts and operating systems (Windows, macOS, Linux).
• Experience with service-level agreement (SLA) management.
• Knowledge of Autotask/PSA software
• Knowledge of virtual environments.

Work Environment:

• Ability to work in a fast-paced, high-pressure environment while maintaining composure and professionalism.
• Flexibility for occasional after-hours or weekend support, as required.
• Opportunity for career growth and advancement within the IT support team.

Excellent pay and benefits with great opportunity for growth and advancement. Vacation/personal/sick time, paid health insurance, 401(k) match up to 4% of salary, half-day Fridays from April 16-Labor Day, and much more.

Compensation commensurate with experience.

Applicants for positions with Paladin Business Consulting must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person