Dispatcher

Dispatcher

Department: Service and Support

Reports To: Service Desk Supervisor

Schedule: Full-time, Monday through Friday, standard business hours

Location: Remote-friendly. Home or CoreTech office location.

ABOUT CORETECH

CoreTech is a managed IT and cybersecurity provider serving organizations across South Central Kentucky and Northern Tennessee. For more than 20 years, we have helped businesses build secure, reliable, and well-planned technology environments.

Our approach goes beyond fixing issues. We align technology with business outcomes, delivering predictable IT, strong cybersecurity, and a high-touch client experience.

POSITION SUMMARY

The Service Coordinator orchestrates the flow of service requests to ensure an exceptional client experience and efficient use of technical resources.

This role serves as the central hub between clients and the service team, managing ticket intake, prioritization, scheduling, and communication. Success in this position requires strong communication, attention to detail, and the ability to operate in a fast-paced, high-accountability environment.

The Service Coordinator plays a critical role in ensuring service level agreements (SLAs) are met, engineers are utilized effectively, and clients are consistently informed and confident in CoreTech's service delivery.

POSITION RESPONSIBILITIES

▪ Serve as the primary point of contact for incoming service requests, delivering a professional and responsive client experience

▪ Own the intake, triage, and prioritization of service tickets across phone, email, and client portal

▪ Schedule and coordinate internal and field technical resources based on urgency, skillset, location, and SLA requirements

▪ Continuously monitor ticket queues and engineer schedules to ensure efficient resource utilization and timely response

▪ Proactively communicate with clients regarding ticket status, scheduling updates, delays, and resolution progress

▪ Ensure all service requests are properly documented, categorized, and routed within the PSA system (ConnectWise)

▪ Identify and escalate tickets at risk of missing SLAs or requiring additional technical or managerial attention

▪ Work closely with the service team to remove bottlenecks and maintain momentum on active tickets

▪ Assist in maintaining accurate scheduling, time entry accountability, and ticket hygiene across the service team

▪ Leverage automation and standard processes to improve dispatch efficiency and reduce manual effort

▪ Provide visibility to the Service Manager on ticket flow, resource utilization, and service delivery challenges

▪ Identify new client inquiries or potential opportunities and route them appropriately to the sales team

KNOWLEDGE, SKILLS, AND ABILITIES

▪ Strong communication skills with the ability to manage client interactions across phone, email, and chat

▪ High attention to detail with accurate documentation and ticket handling

▪ Excellent time management and organizational skills in a fast-paced environment

▪ Ability to think critically and make real-time decisions on prioritization and scheduling

▪ Strong sense of ownership and accountability over client experience and service outcomes

▪ Ability to remain calm and professional during high-pressure or escalated situations

▪ Technical awareness sufficient to understand and route IT-related issues appropriately

▪ Collaborative mindset with the ability to work effectively with engineers, leadership, and sales

EXPERIENCE AND QUALIFICATIONS

▪ Previous experience in a client service, service desk, dispatch, or coordination role preferred

▪ Experience working within a managed services provider (MSP) or IT services environment is a strong plus

▪ Familiarity with PSA tools such as ConnectWise, Autotask, or similar platforms preferred

▪ Strong professional communication skills and phone presence

▪ Comfortable working in a remote or hybrid environment with a high level of accountability

▪ Basic understanding of IT concepts, business systems, and terminology

▪ Ability to work at a computer for extended periods and a reliable high-speed internet connection if working remotely

ACCOUNTABILITY AND KEY METRICS

Performance in this role is measured across the following six areas:

Client Experience

• CSAT score at or above company target
• Proactive communication documented in tickets
• Minimal complaints related to communication or scheduling

SLA and Response

• Tickets triaged and assigned within defined response targets
• Minimal SLA breaches due to dispatch delays
• Proactive escalation of at-risk tickets

Resource Utilization

• Engineering schedules optimized to maintain target utilization
• Effective alignment of technician skillsets to ticket requirements
• Minimal scheduling gaps during business hours

Ticket Quality

• Accurate categorization and routing on first touch
• Low reassignment rate between engineers
• Strong ticket hygiene and documentation standards

Team Collaboration

• Positive feedback from engineers and service leadership
• Active participation in resolving scheduling conflicts and workflow issues

Sales Awareness

• Identification and routing of new client inquiries
• Awareness of potential project or service opportunities within tickets

CORETECH CORE VALUES

Do the Right Thing

We operate with integrity, take ownership, and act in the best interest of our clients and team.

Respect the Person, Own the Outcome

We treat people with professionalism while taking full accountability for results.

Communicate Clearly and Honestly

We communicate early, often, and transparently to avoid surprises.

Be Dependable

We follow through on commitments and deliver consistent, reliable results.

COMPENSATION AND BENEFITS

Pay range: $19–$26 per hour. Starting compensation is based on experience, PSA proficiency, and demonstrated client-service skills, with room to grow as you take on greater ownership of dispatch operations and client outcomes.

We offer a competitive benefits package including health, dental, and vision insurance, paid time off, and a 401(k) with company match.

OPPORTUNITY AT CORETECH

This role is a critical part of our service delivery engine. High performers in this position have opportunities to grow into service leadership, operations coordination, or other roles within the organization as CoreTech continues to scale.

EQUAL OPPORTUNITY EMPLOYER

• CoreTech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

Pay: $19.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Ability to Commute:

• Bowling Green, KY 42104 (Required)

Work Location: In person