It Service Desk Shift Lead/Dispatcher

Position Type:

Full-Time / Exempt

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Clearance:*

None

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Location:*

Huntsville, AL / Remote

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Salary:*

$40,000 - $60,000

Summit 7 is here to rise above the ordinary. The work we do here goes far beyond day-to-day projects - it further protects the US defense industrial base from cyber threats, fosters thought leadership, and creates growth opportunities. Our support staff, sales team and technicians are all coming together to make a difference. We also recognize that you're a person with life beyond work, that's why we invest in these meaningful health and welfare benefits:

• Excellent health/dental benefits from BCBS
• See into the future with our luxurious VSP vision benefits
• Prepare for the long-haul courtesy of our 401k with company matching
• Unlimited mobile phone plan
• 10 days' vacation, 7 days sick time
• Bonuses and salary increase potential via our certifications plan

We do cool work here, defying expectations by simply being who we are - each of us makes an impact
Overview
The Service Desk Lead (Dispatcher) is responsible for maintaining the structure of the service delivery team. This individual will operate as a supervisor and coordinator, keeping the service delivery resources focused on the right tasks while managing the incident backlog to ensure incident Service Level Agreements (SLAs) are met. The goal of this individual is to keep the team busy and focused on closing incidents.
Essential Responsibilities

• Answering and responding to customer calls and requests for service or information.
• Coordinating and scheduling service requests and ensuring timely and efficient delivery of service.
• Review incident escalations to ensure proper routing between support staff, vendors, customers, and senior staff.
• Monitoring and tracking the status of team members.
• Communicating and relaying information between support staff and customers, as well as supervisors and other support groups.
• Maintaining and updating incident backlog and other information related to service delivery.
• Resolving or escalating any problems, complaints, or questions from customers or service technicians.
• Reporting and analyzing service performance, utilization, and customer satisfaction metrics.
• Training and coordinating work schedules.
• Follow and help improve policies, standards, and procedures for the MSP Service Desk Team
• Assist with overseeing the day-to-day operations of the Service Desk, including prioritizing and delegating tasks.

Additional Responsibilities

• Making sure support staff are following the systems and procedures in place.
• Listen to feedback and incorporate it into the functioning of the helpdesk.
• Assisting with onboarding.
• Analyzing the progress of the incidents and the time it takes to solve them.
• Resolute dedication to unparalleled customer service.
• Enhancing customer relations.
• Demonstrate professional attitude with client over the phone, on-site, and through emails to resolve all client requests/questions.

Required Qualifications

• Either an associates or a bachelor's degree in Computer Science (CS) or Management Information Systems (MIS) from a reputable institute, or a minimum of two (2) years of experience of being on an IT Service Management (ITSM) team, or a combination of education and relevant experience.
• Two (2) years or more of experience maintaining Microsoft 365.
• Ability to manage multiple tasks, assess priorities, and operate in a flexible manner to meet the dynamic needs of the client and team.
• CompTIA Security+ is required.
• Strong desire for personal and professional development.
• Incredible customer service skills.
• S. citizenship is required.
• Background investigation is required.
• Any offer of employment is contingent upon the results of a reference/background check.

• Pre-employment drug screening is required as we are a drug and alcohol-free workplace.

Desired Qualifications

• Microsoft Certifications.
• Microsoft 365 GCC High experience.
• CMMC 2.0 L2 knowledge.
• NIST 800-53 knowledge.
• Knowledge of ServiceNow IT Service Management (ITSM) highly desired.
• SECRET clearance or higher is a plus.

The likely salary range for this position is $40,000-$60,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Summit 7 Systems, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Work Location: Remote