Onsite Dispatch Service Desk Lead: Growth & Coaching

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

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.