Dispatch Operations Lead — Field Service & SLA Expert

ServicePoint IT; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

ServicePoint is seeking a Dispatch Service Operations Lead to oversee the Dispatch Service Coordination team and ensure field service activities meet customer expectations and contractual SLAs nationwide.

The ideal candidate will lead Dispatch Coordinators, manage escalations, and coordinate with TAC, Technical Staffing, Project Management, Service Delivery, and Operations to maintain service continuity and high customer satisfaction.

Qualifications

• Experience in dispatch, field service coordination, or service delivery.
• Strong leadership and coaching skills.
• Ability to manage high-volume, time-sensitive operations.

Responsibilities

• Lead Dispatch Service Coordinators to deliver service on time and within SLAs.
• Oversee prioritization, assignment, and escalation of service requests.
• Mentor teams with regular coaching and performance reviews.
• Ensure accurate service information and documentation in systems.
• Drive process improvements and SOPs for dispatch operations.

Skills

People leadership

Communication skills

Analytical thinking

Decision making

Customer service

Problem solving

Multitasking

Education

High school diploma

Tools

Salesforce

RingCentral

Job description

ServicePoint is seeking a Dispatch Service Operations Lead to oversee the Dispatch Service Coordination team and ensure field service activities meet customer expectations and contractual SLAs nationwide.

The ideal candidate will lead Dispatch Coordinators, manage escalations, and coordinate with TAC, Technical Staffing, Project Management, Service Delivery, and Operations to maintain service continuity and high customer satisfaction.