IT Service Manager - Dispatcher

Job Description

The position is responsible for managing incoming service requests, coordinating technician schedules, and ensuring timely and efficient delivery of services to clients. This role serves as a central point of communication between clients, technicians, and internal teams, ensuring all service activities are properly organized, tracked, and completed. The position involves handling customer inquiries, creating and assigning service tickets, dispatching technicians based on priority and availability, and maintaining accurate documentation of all service interactions. The coordinator monitors ongoing service work, follows up on unresolved or aging tickets, and ensures technicians stay on schedule and informed. Additionally, this role supports daily operations by assisting walk-in clients, tracking technician attendance, and completing end-of-day reporting. Success in this position requires strong organizational skills, effective communication, attention to detail, and the ability to adapt quickly in a fast-paced environment while maintaining a high level of customer service.

Key Responsibilities

• Answer and manage incoming service and support calls in a timely manner
• Verify client account status and route calls to appropriate teams
• Create, assign, and track service and maintenance tickets
• Coordinate and dispatch technicians based on service requirements and priority
• Schedule and confirm onsite service appointments with clients
• Manage and adjust technician schedules, including contract cable technicians
• Monitor technician attendance, time off, and call-ins; report updates to HR as needed
• Oversee service board and follow up on aging or unresolved tickets
• Maintain consistent communication with technicians to ensure efficiency and accountability
• Ensure all service tickets are accurate, detailed, and properly documented
• Assist walk-in clients and gather detailed information about service issues
• Complete end-of-day reporting and ensure office operations are properly closed

Qualifications

• Strong communication and customer service skills
• Excellent organizational and multitasking abilities
• Ability to thrive in a fast-paced, dynamic environment
• Strong problem-solving skills and attention to detail
• Experience with scheduling, dispatching, or service coordination preferred
• Basic understanding of IT or technical service environments is a plus

What We're Looking For

• Adaptable and flexible with changing priorities
• A team player who can effectively support and manage technicians
• Proactive mindset with strong ownership of tasks and follow-ups
• Experience in service management, scheduling, or dispatch operations

Pay: $40,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person