Service Desk Coordinator / Dispatcher

Employer: MSP company based in Monterey, California

Work Setup : Remote

Working Schedule: Monday Friday, 8:00 am 5:00 pm Pacific Standard Time

Salary: $1,200 - $1,400 monthly

Benefits:

• 13th Month Pay
• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)

General Summary:

This role is responsible for controlling the flow, prioritizing, and scheduling service across various client and vendor facing departments. This position is the first line response to majority of the service requests that come in from our clients and vendors. This role will be expected to maintain the company's positive reputation with internal staff, clients, and vendors through exceptional professionalism and courtesy.

You will multi-task to support a variety of executives, business owners, managers, and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing they are looking for solutions, not technical explanations. Other projects may be assigned.

Essential Duties & Responsibilities:

The Dispatcher role, working generally with the Service Manager, Project Manager or respective team leaders, will:

• Answer phones, e-mails, tickets, texts, instant messages, and automation related to service requests, clients, projects, vendor requests, etc. Subject to change with technology.
• Mentor team members under the service or projects team related to ticket hygiene and dispatching as needed.
• Keep track of and hold team members accountable for completing service or project tickets.
• Reviewing tickets part of the triage process and for accountability of staff.
• Input time records of work completed as assigned from management or self-assigned.
• Lead relevant service meetings with service/support staff.
• Work with team leaders/service/project management to assist team members with prioritizing workloads.
• Professional and courteous demeanor with all communication.
• Assign tasks to team members based on availability and skills.
• Schedule and coordinate third-party vendors for installations.
• (Technical Coordinator) Ensure vendor availability aligns with project timelines.
• Send scheduling confirmations and updates to clients.
• Act as the primary contact for scheduling-related inquiries.
• Schedule deployments, installations, and configurations.
• Allocate necessary resources and coordinate tasks.
• (Technical Coordinator) Arrange internal meetings and client training sessions.
• (Technical Coordinator) Keep project schedules updated and track progress.
• Ensure team members have clear priorities and adjust workloads as needed.
• Identify scheduling roadblocks and escalate issues.
• (Technical Coordinator) Track deadlines, monitor progress, and provide reports.
• Work with the service/projects dispatch team to prevent conflicts.
• Other duties as assigned.

A Support Coordinator or Technical Coordinator is under supervision of the Service Manager or Project Manager. They will respond to support tickets for our products and services as well as vendors. Basic troubleshooting abilities will be helpful for the triage process of support requests but are not required. Keeping track of tickets and holding technicians, engineers and vendors accountable for deadlines and service level agreements (SLAs) is a priority. This role is the heartbeat of the company for all things scheduling and is very mentally challenging. This role will deal with a wide variety of personalities and temperaments (which may occasionally include high stress) and it is essential to remain calm, professional, and courteous during these interactions.

Knowledge and Skills Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 2-3 years of experience as a technical dispatcher or service coordinator.
• Excited by new technology.
• Ability to effectively communicate with team members, vendors, and clients. This will require excellent written and oral communication skills.
• Ability to routinely multitask and reassign priorities.
• Strong customer relationship skills.
• Problem-solving abilities and able to meet reasonable deadlines.
• Experience of working in PSA software such as Managed Engine, Halo, and the likes - preferred.
• Experience of working in RMM software such as Ninja, N-able, and the likes - preferred.
• Always learning, training, and continuing education.
• Sense of humor.