Dispatch Service Desk Team Lead

Provalus; Jasper, Northern (TX, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Provalus is hiring for a Service Desk leadership role in Texas. You will supervise a 10–15 person service desk pod, drive coaching, QA, and process improvements while ensuring SLA adherence.

This on-site position emphasizes community-focused growth, vendor oversight, and cross-team collaboration within a full-time schedule. Ideal candidates have 3+ years in service desk/dispatch roles, 2+ years of leadership, and strong communication, analytics, and scheduling skills.

Qualifications

• Must have HS Diploma or GED.
• On-site position at Provalus office; no remote work.
• 3+ years in service desk, dispatch, operations coordination, or vendor management at Analyst II level or equivalent.
• 2+ years leading, mentoring, or informal supervision (formal management preferred).
• Strong organizational and multitasking skills for high-volume workload.
• Excellent verbal and written communication; give direct feedback.
• Advanced comfort with spreadsheets, dashboards, and workload tracking systems.
• Experience conducting quality reviews and coaching others on accuracy and process adherence.
• Ability to work varying shifts within 7:00 AM-7:00 PM as business needs require.

Responsibilities

• Team Leadership: supervise a pod of 10-15 Service Desk Analysts, manage daily workflow and shift coverage.
• Coaching & Development: provide regular coaching and career progression support.
• Quality Assurance: audit status updates, vendor workloads, and dashboards for accuracy; lead calibration sessions.
• Escalation Management: serve as escalation point for high-impact vendor delays and issues.
• Vendor Oversight: partner with vendor management to ensure performance and compliance.
• Cross-Team Coordination: liaise with dispatch, field tech, and engineering leadership to resolve issues.
• Performance Management: monitor productivity, turnaround, quality, and SLA metrics; take corrective action.
• Onboarding & Training: support onboarding and training of new analysts to SOPs and quality standards.
• Process Improvement: identify recurring issues and implement SOP or dashboard updates.
• Workflow & Scheduling: manage day-to-day pod scheduling across 7:00 AM-7:00 PM window with Workforce Management.
• Reporting: report pod performance, vendor trends, and risks to Service Desk Manager.
• Culture Ownership: reinforce mission and community-first culture within the pod.

Skills

Leadership

Team management

Coaching

Vendor management

SLA metrics

Quality assurance

Communication

Education

HS Diploma or GED

Tools

Workforce management systems

Dispatch systems

MS Excel/Analytics

Job description

WHY WORK FOR PROVALUS

Provalus is a 100% U.S.-based company on a mission to create meaningful technology and customer experience careers in rural American communities where opportunities have traditionally been limited. Instead of sending work overseas, Provalus invests in small towns-building local Centers of Excellence and developing talent from within those communities.

Key Reasons to Join Provalus

1. 1. Real Career Path, Not Just a Job Provalus hires people and actively develops them. Many team members start with customer support and advance into higher-level technical, quality, or leadership positions. On-the-job training is provided, and the company emphasizes skills growth and internal promotion.

2. 2. Paid Training with No Experience Barrier Formal tech experience is not required for many entry-level roles. Provalus invests in training so you can learn systems, processes, and customer support skills while getting paid. This makes it an accessible starting point for people looking to build a long-term career in technology services.

3. 3. Full-Time Stability and Benefits Positions are full-time with set schedules. Employees receive professional development support, opportunities for advancement, and a benefits package that includes COMPANY PAID HEALTHCARE.

4. 4. Purpose-Driven Work in Your Community Provalus is built around revitalizing rural economies. Team members work for a company that deliberately chooses small-town locations and hires locally. For many employees, this means building a career close to home while contributing to the economic growth of their own community.

5. 5. Supportive, Team-Oriented Environment. The culture emphasizes collaboration, mentoring newer team members, and continuous improvement. Employees are encouraged to share frontline insights that improve processes and customer experience.

6. 6. Growing Company with Expanding Opportunities Provalus continues to open and expand sites across the U.S., creating more roles and advancement paths. As the company grows, high performers have increased opportunities to take on greater responsibility, move into specialized technical work, or step into leadership.

Who Thrives at Provalus

People who succeed here typically value clear structure, customer interaction, steady full-time work, and the chance to grow skills over time. Strong communication, reliability, a calm approach under pressure, and a willingness to learn are more important than prior technical

THE JOB

Responsibilities include:

1. Team Leadership: Directly supervise a pod of 10-15 Service Desk Analysts (I and II), managing daily workflow, vendor workload assignment, and shift coverage across the operational window.

2. Coaching & Development: Provide regular coaching, feedback, and side-by-side support to analysts; identify skill gaps and development opportunities, and support career progression from Analyst I through II.

3. Quality Assurance: Audit job status updates, vendor workload assignments, and reporting dashboards for accuracy; lead calibration sessions to align the team on process and standards.

4. Escalation Management: Serve as the escalation point for high-impact vendor delays, missed commitments, and service-impacting issues that analysts cannot resolve independently.

5. Vendor Oversight: Partner with vendor management on recurring performance issues, ensuring vendor work consistently meets company standards and compliance requirements.

6. Cross-Team Coordination: Serve as the primary liaison with dispatch, field technician, and engineering leadership to resolve workflow misalignment and systemic issues.

7. Performance Management: Monitor pod-level productivity, turnaround time, quality, and SLA metrics; take corrective action and recognize strong performance as needed.

8. Onboarding & Training: Support the onboarding and training of new Analyst I hires, ensuring they are set up to succeed against SOPs and quality standards.

9. Process Improvement: Identify recurring issues or process breakdowns within the pod; recommend and help implement updates to SOPs, trackers, and reporting dashboards.

10. Workflow & Scheduling: Manage day-to-day scheduling and shift coverage within the pod across the 7:00 AM-7:00 PM operational window, in partnership with Workforce Management.

11. Reporting: Report pod performance, vendor trends, and risks to the Service Desk Manager; contribute to broader program reporting and business reviews as needed.

12. Culture Ownership: Reinforce Provalus’s mission and community-first culture within the pod, fostering accountability, growth, and engagement.

Role Requirements include:

1. Must have HS Diploma or GED.

2. Ability to work onsite at the Provalus office. No remote positions are available currently.

3. 3+ years of experience in service desk, dispatch, operations coordination, or vendor management, including experience at the Analyst II level or equivalent.

4. 2+ years of experience leading, mentoring, or informally supervising others (formal people-management experience preferred but not required).

5. Strong organizational and multitasking skills, with the ability to manage a team handling a high-volume, fast-paced workload.

6. Excellent verbal and written communication abilities, with the ability to give direct, constructive feedback.

7. Advanced comfort with spreadsheets, reporting tools, dashboards, and workload tracking systems.

8. Experience conducting quality reviews/audits and coaching others on accuracy and process adherence.

9. Ability to work varying shifts within the 7:00 AM-7:00 PM operational window as business needs require.

Preferred Qualifications

1. Prior formal supervisory or team lead experience in a service desk, dispatch, or vendor management environment.

2. Experience with dispatch or workforce management systems and reporting platforms.

3. Track record of updating or authoring SOPs, trackers, or knowledge base content.

4. Experience supporting field service, telecom, or technical dispatch operations.

What Provalus Offers

1. A meaningful first leadership role with a clear path toward Service Desk Manager and beyond.

2. The opportunity to directly shape team performance, process, and culture within a growing program.

3. A mission-driven employer investing in the long-term growth of its people and community.

4. Competitive salary, performance-based incentives, and a comprehensive benefits package.

Job Type: Full-time schedule and in person