Dispatcher/Manager

Join Our Team at BVA – Where Innovation Meets Opportunity

BVA is a well-established and highly respected Managed Service Provider (MSP) serving the Greater Phoenix, Arizona area for over 31 years. We pride ourselves on delivering exceptional IT solutions and support to our clients, and we’re looking to expand our team with top-tier technical talent.

If you are a highly skilled and motivated IT professional seeking to grow your expertise in a dynamic and fast-paced environment, BVA may be the perfect fit for you. We value individuals who are passionate about technology, eager to learn, and ready to take on new challenges.

At BVA, we foster a culture that blends professionalism with a sense of fun and camaraderie. Our team members—affectionately known as “Ninjas”—are recognized for their technical excellence, critical thinking, and problem-solving abilities. Whether you're sharpening your IT skills or your metaphorical samurai sword, you'll find a place to thrive here.

Step out of the shadows and into a career where your talents are celebrated. Join us at BVA and grow with a team that values innovation, collaboration, and continuous improvement.

NOTE: The candidate must have past management experience in running and managing a Helpdesk of at least 6 support engineers.

Helpdesk Technical Manager – Role Overview

The Helpdesk Technical Manager is responsible for overseeing the daily operations of the support center, with a primary focus on managing and maintaining compliance with established Service Level Agreements (SLAs). This individual serves as both the administrative and technical point of contact for all incoming support tickets.

Key responsibilities include ensuring that each ticket is acknowledged and assigned to a support resource within one hour of submission. The manager also monitors the progress of tickets through to resolution, working closely with assigned personnel to ensure timely and effective outcomes.

In addition to operational oversight, this role functions as the technical lead for the support team, providing guidance and expertise on escalated issues that require advanced troubleshooting.

At BVA, we utilize a belt-ranking system to classify our support engineers based on their technical proficiency, experience, critical thinking, and problem-solving capabilities. The current ranks are as follows:

· System Support Engineer II – Black Belt

· System Support Engineer III – Red Belt

Your belt designation will be determined upon your start date, reflecting your assessed level of expertise and readiness.

Reports to: Operations Manager

Responsibilities:

• Provide customer feedback to the appropriate internal resources
• Ensure that establish SLA's are met
• Engage and take tickets that come into the service que (40% of time)
• Manage the help desk team and evaluate performance
• Ensure customer service is timely and accurate on a daily basis
• Recruit, train and support help desk technicians
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team’s productivity
• Being the technical lead for high end, escalated tickets
• Contribute to solving the more difficult tickets that surface on the desk
• Gauge the effectiveness and efficiency of internal systems to develop and implement strategies for improvement
• Create and maintain internal/client documentation as it relates to system configuration, mapping, and processes
• Drive firm technology to new areas (test and vet)
• Interact with clients and employees in a courteous, business-like manner
• Mentor and advise System Support Engineers as needed with regard to client issues
• Serve as an escalation resource to Support Engineers to resolve high level ticket/issues
• Facilitate the transfer of information between peers to create a team-oriented environment

Requirements:

• Proven work experience as a Help desk manager
• Hands on experience with help desk and remote control software
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Team management skills
• Degree in Computer Science, Information Technology or relevant field
• Knowledge of information technology industry – particularly Active Directory, Microsoft Exchange and Microsoft infrastructure management.
• Subject matter expert in the Microsoft infrastructure space to include: analysis and construction of networks; understanding data base management systems and network management; and how the technology relates to the business needs of our clients
• Familiar in commercial firewalls
• Familiar in commercial switches (L3+)
• Experience and extensive knowledge of backup systems
• Proficient in virtualization technology (VMWare/HyperV)
• Strong problem solving skills and business acumen
• Ability to see the big picture and focus on details necessary to accomplish goals
• Excellent client-facing skills and written/verbal communication
• Professionalism and cooperation in dealing with colleagues, partners, and clients
• Ability to manage difficult or stressful work-related issues
• Ability to manage their own time and deliverable items assigned
• Requires physical agility and strength to bend, reach, lift and carry up to 40 lbs. and extensive use of computer equipment switches, firewalls, UPS, etc.

Qualifications:

• Professional technical training or college degree preferred
• Minimum three (3) years’ experience in managing a helpdesk of technicians
• Knowledge of current protocols and standards, including Active Directory, Group Policies, MS Exchange, Core Switching/Routing, SSL/IPSec, SAN, Virtualization, Business Continuity, Disaster Recovery
• Strong technical knowledge, business acumen and strategic problem solving (will be tested)
• Excellent customer service and communication skills
• Valid driver’s license and proof of car insurance

Preferred, Not Required Qualifications:

• CCNA/CCNP
• MCSE/MCITP
• VMware VCP

bva Employee Benefits:

• Paid Time Off (PTO)
• 10.5 Paid holidays
• Medical & Dental
• Basic Life
• AD&D
• Simple IRA with company match
• Basic LifeLock (identity theft protection)
• Employee Development/Training Opportunities
• Equipment stipend for laptop (monthly)
• Mobile phone
• Mileage reimbursement
• Extracurricular activities such as lunches, team building/holiday events, massages, and various contests

Job Type: Full-time

Pay: $70,000.00 - $92,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person