Service Delivery Manager

The Service Coordinator/Dispatcher is responsible for coordinating and dispatching service calls to technicians, as well as providing customer support. This position is essential to the smooth operation of the MSP and plays a critical role in ensuring that customers receive timely and efficient service.

The Service Coordinator/Dispatcher is responsible for coordinating and dispatching service calls to technicians, as well as providing customer support. This position is essential to the smooth operation of the MSP and plays a critical role in ensuring that customers receive timely and efficient service.

Responsibilities:

· Create and track service tickets.

· Dispatch service calls to technicians

· Communicate with technicians and customers regarding the status of service calls.

· Provide customer support and troubleshooting assistance.

· Maintain records of service calls and customer interactions

· Other duties as assigned.

· Manage escalations between departments.

· Coordinate with regionally based partners across the country to provide onsite services.

· Keep track of ticket trends and provide reporting on KPI's including:

o ticket volume

o tickets per technician

o average time to dispatch a ticket

o repeat tickets

Qualifications:

· High school diploma or equivalent

· 1-2 years of experience in a customer service or technical support role

· Excellent communication and interpersonal skills

· Strong organizational and time management skills

· Ability to work independently and as part of a team

· Proficiency in Microsoft Office Suite

· Experience with service management software is a plus