IT Team Lead - Tech Support & Training

Goodwill Industries Group; South Bend (IN); On-site; USD 47,000 - 63,000; Full time

Job summary

Goodwill Industries Group’s Western Headquarters in South Bend, IN is seeking an IT Dispatch Technician to guide and train technology support staff while delivering full-scale technical support for workstations, POS systems, and cloud apps. You will triage tickets, maintain knowledge bases, and manage equipment moves and inventory.

The role reports to the VP of Technology and requires strong communication, a proactive approach, and the ability to support Level I–III issues across local sites.

Qualifications

• Associate degree or a minimum of 3 years of experience in technology support.
• Strong communication, interpersonal, and customer service skills.
• Ability to take initiative, work independently, and manage technical issues with minimal supervision.
• Effective planning, organization, and problem solving abilities.
• Ability to pass a criminal background check and drug screen.

Responsibilities

• Oversee and assign support tickets, set priorities, enforce SLA policies, and ensure timely follow up on all requests.
• Provide training and support to technicians on Level I and II software, operating systems, and hardware including PCs, laptops, tablets, phones (including mobile), and printers.
• Handle Level III technical issues and consult with the VP of Technology as needed.
• Administer the mobile device management program.
• Maintain up to date inventory records and visual documentation of technology equipment and setup at each location.
• Annually clean, label, and relabel equipment at remote sites.
• Track and manage inventory of commonly used IT supplies.
• Identify and recommend equipment upgrades to improve operations.
• Ensure timely support for audio/visual equipment such as projectors, TVs, cameras, and similar devices.
• Perform basic network and systems troubleshooting, escalating issues to external vendors when necessary.
• Create and update technical documentation and standard operating procedures in the knowledge base.
• Provide weekend on call support for urgent technology issues.
• Offer performance feedback on IT Helpdesk/Technician staff for performance evaluations.
• Support the VP of Technology in achieving departmental objectives.
• Other duties as assigned by supervisor.

Skills

Communication skills

Customer service

Problem solving

Independent work

Networking concepts

Education

Associate degree

Tools

Mobile device management

IT ticketing system

PCs and peripherals

Job description

Goodwill Industries Group’s Western Headquarters in South Bend, IN is seeking an IT Dispatch Technician to guide and train technology support staff while delivering full-scale technical support for workstations, POS systems, and cloud apps. You will triage tickets, maintain knowledge bases, and manage equipment moves and inventory.

The role reports to the VP of Technology and requires strong communication, a proactive approach, and the ability to support Level I–III issues across local sites.