IT/Telecom Service Desk Coordinator & Field Technician Dispatcher

NextGen | GTA: A Kelly Telecom Company; Greensboro (NC); Presencial; USD 42 000 - 65 000; Tempo integral

Resumo da oferta

NextGen | GTA: A Kelly Telecom Company is seeking an IT/Telecom Service Desk Coordinator & Field Technician Dispatcher to optimize service delivery. You will manage ticket workflows, coordinate field technicians, and ensure SLA compliance in a fast-paced IT/telecom environment.

You will triage tickets, assign work orders, track progress, and communicate with customers and stakeholders while maintaining accurate documentation and generating performance reports.

Qualificações

• 2–4 years of IT service desk or telecom operations experience.
• Experience with ConnectWise PSA or similar ticketing platforms.
• Strong coordination and communication skills.

Responsabilidades

• Monitor and manage incoming service requests and work orders.
• Perform ticket triage, prioritization, assignment, and escalation to ensure SLA compliance.
• Coordinate and dispatch field technicians based on geographic coverage, skill set, and workload.
• Track ticket progress and provide timely updates to customers and internal stakeholders.
• Maintain accurate documentation of service requests, technician activities, and escalations.
• Collaborate with service desk teams, technical support personnel, and field engineers to resolve customer issues efficiently.
• Generate operational reports and monitor ticket aging, service performance, and resolution metrics.
• Serve as a primary point of contact for customers requiring service updates and issue resolution.

Conhecimentos

IT Service Desk Operations

Telecom Operations

Technical Dispatch Coordination

Service Coordination

Customer Support Operations

Formação académica

High School Diploma or GED

Associate Degree in Information Technology, Business Administration, or related field

Ferramentas

ConnectWise PSA (Manage)

Ticketing Systems

Dispatch Scheduling Tools

Descrição da oferta de emprego

IT/Telecom Service Desk Coordinator & Field Technician Dispatcher

About the Role

We are seeking an experienced IT/Telecom Service Desk Coordinator & Field Technician Dispatcher to support service delivery operations by managing ticket workflows, coordinating field technician schedules, and ensuring SLA compliance. This role is ideal for someone who thrives in a fast-paced IT, telecommunications, or managed services environment and enjoys balancing customer communication, technical coordination, and operational efficiency.

Key Responsibilities

• Monitor and manage incoming service requests and work orders.
• Perform ticket triage, prioritization, assignment, and escalation to ensure SLA compliance.
• Coordinate and dispatch field technicians based on geographic coverage, skill set, and workload.
• Track ticket progress and provide timely updates to customers and internal stakeholders.
• Maintain accurate documentation of service requests, technician activities, and escalations.
• Collaborate with service desk teams, technical support personnel, and field engineers to resolve customer issues efficiently.
• Generate operational reports and monitor ticket aging, service performance, and resolution metrics.
• Serve as a primary point of contact for customers requiring service updates and issue resolution.

Required Qualifications

• 2-4 years of experience in:
• IT Service Desk Operations
• Telecom Operations
• Technical Dispatch Coordination
• Service Coordination
• Customer Support Operations

Experience with:

• ConnectWise PSA (Manage) or similar ticketing/service management platforms
• Ticket triage and SLA management
• Field technician dispatch and scheduling
• Customer communication and escalation management

Technical Skills

• ConnectWise PSA (Manage)
• Service Boards
• Dispatch Board
• Ticket Workflows
• Scheduling & Resource Allocation

BrightGauge or equivalent reporting tools

• Microsoft Office Suite
• Outlook
• Excel
• Word
• Teams

Preferred Experience

• Managed Service Provider (MSP) environment
• Telecommunications support operations
• Field service management and technician dispatch
• Operational reporting and performance metrics

Education

• High School Diploma or GED required
• Associate Degree in Information Technology, Business Administration, or related field preferred