***THIS IS NOT A REMOTE POSITION***

Assistant dispatcher (Triage Lead)

Position Summary:

This position will manage the process of managing phones, Intake, and escalations for the Support Department and ensures that expectations are set with the client and the Support Desk staff. Customer satisfaction and information accuracy are the primary objectives for this position. The Triage lead is also the de facto leader of the Triage team and must be competent in all Triage roles to easily cover any position as needed.

Acceptable Performance

To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the job role.

The Triage Lead must be able to complete each essential job function satisfactorily.

Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Position Roles & Responsibilities

• Promote and represent the corporate culture and core values in all aspects of your job duties.

• Follow established processes, procedures, and best practices.

• Telephone Management

• Ticket Intake

• Hot Desk

• Password Resets

• User creations and removals

• Workstation setups

• Mailbox creation

• User permissions

• Patch reboot management

• Dispatch

• Third Ring telephone management

• Ticket Readiness Quality Assurance

• Workload Balancing for Support Tech’s

• Ticket Scheduling and Re-Scheduling

• Setting and Managing Client Expectations (Start Date & Due Date)

• Workload Monitoring of Support Tech’s

• Escalation Management

• Triage Process Monitoring and Management

Tools

• ConnectWise (PSA)

• First Call Standards

• 8x8 Telephones

• Microsoft Teams – Chat and Discussions

• Microsoft Office – Outlook, Word, Excel, PowerPoint

• Microsoft Office 365 Team Sites

• IT Glue

• Kaseya RMM

Resource Profile

• Ability to thrive under stress

• Intimate understanding of agreements

• Intimate understanding of service boards

• Intimate understanding of tickets (Type/SubType/Item, statuses etc.)

• High attention to detail

• Firm understanding of priority as it relates to agreements

• Strong customer-facing communication skills

• Ability to track multiple tickets and manage multiple calendars

• Rock solid dependability

• Steadfast unflustered demeanor

• Ability to recognize patterns

• Ability to demonstrate excellent leadership skills and lead by example

Skills & Abilities