Service Coordinator/Dispatcher

Deeptree•Wasilla, AK

2d•Onsite

About The Position

This role is the central command for Deeptree Inc.'s Service Delivery engine, ensuring technicians are efficiently scheduled and equipped, SLA commitments are met, and clients receive exceptional service. The position involves managing the dispatch board, protecting technician time, and ensuring seamless communication and operations within the IT and Cybersecurity firm.

Requirements

3+ years in customer service, dispatching, or team coordination.
Ability to juggle multiple requests, personalities, and deadlines.
Experience with a ticketing system/PSA tool.
Strong communication skills.
High emotional intelligence.
Passion for process, improvement, and supporting a team.

Nice To Haves

Prior experience in an MSP or IT service environment.
Familiarity with Microsoft 365, remote tools, and helpdesk procedures.
Certifications like ITIL, ITSM, CompTIA, or Helpdesk Habits.
Experience with service scheduling, SLA management, or project coordination.
High school or equivalent education.
Driver's License.

Responsibilities

Own the ticketing/PSA system to manage and track service requests.
Schedule and dispatch tickets to ensure technician efficiency, SLA compliance, and customer satisfaction.
Serve as the first line of communication for all inbound service requests via phone, email, and portal.
Ensure technicians have all necessary information for site visits.
Monitor ticket queues, escalate issues promptly, and maintain smooth operations.
Act as a client liaison, providing updates and ensuring client confidence.
Assist in tracking and improving KPIs such as CSAT, ticket aging, SLA breaches, and team utilization.
Report on trends and suggest process improvements to leadership.
Collaborate with the Service Manager to optimize service delivery.