Service Coordinator/Dispatcher

Deeptree, Inc.; Wasilla (AK); Sur place; USD 25 000 - 30 000; Plein temps

Résumé du poste

Deeptree Inc. in Wasilla, Alaska seeks a hands-on Service Delivery Coordinator to keep our techs sharp and clients satisfied. You will own the dispatch board, shield technicians’ time, and ensure no detail falls through the cracks.

Expect a fast-paced role that blends people skills with process discipline. You’ll manage tickets, communicate clearly with customers, and support a culture of reliable, high-quality IT service delivery.

Qualifications

• 3+ years in customer service, dispatching, or team coordination.
• Able to juggle multiple requests, personalities, and deadlines in a fast-paced environment.
• Experience with a ticketing/PSA tool (Autotask preferred).
• Strong communication skills, both human and technical.
• High emotional intelligence and the ability to read people and anticipate needs.
• Passion for process improvement and supporting a team.

Responsabilités

• Own our ticketing/PSA system and ensure nothing slips by you.
• Schedule and dispatch tickets to maximize technician efficiency, SLA compliance, and customer satisfaction.
• Serve as the first line of communication for all inbound service requests via phone, email, and portal.
• Ensure technicians head into site visits with all necessary information.
• Monitor ticket queues, elevate issues early, and keep things moving smoothly.
• Be the client liaison—keep them informed, updated, and confident we’re on it.

Connaissances

Dispatching

Customer service

Ticketing system

Communication

Emotional intelligence

Process improvement

Team coordination

Formation

High school diploma or equivalent

Outils

Autotask

Description du poste

Your Mission

To be the heartbeat of our Service Delivery engine — the one who ensures our techs are sharp, scheduled, and sent out equipped with everything they need to crush the day. Your job is to protect SLA commitments, organize chaos into clean schedules, and ensure our clients feel like they’re the only client that matters.

Your Mission

To be the heartbeat of our Service Delivery engine — the one who ensures our techs are sharp, scheduled, and sent out equipped with everything they need to crush the day. Your job is to protect SLA commitments, organize chaos into clean schedules, and ensure our clients feel like they’re the only client that matters.

About Us

We’re Deeptree Inc., a growing Managed IT and Cybersecurity firm proudly headquartered in Wasilla, Alaska. We serve our clients with precision, passion, and a relentless drive for improvement. We believe that exceptional customer service is an art — and our team? We're the blacksmiths behind the scenes forging trusted, lasting partnerships.

This role isn’t just about taking calls. It’s about being the central command that keeps our techs operating efficiently and our clients thrilled with the results. You will own the dispatch board, shield the technicians’ time, and ensure nothing gets lost in the ether.

Command and Control

• Own our ticketing/PSA system like it’s your tactical map. Nothing slips by you.
• Schedule and dispatch tickets to ensure technician efficiency, SLA compliance, and customer satisfaction.
• Serve as the first line of communication for all inbound service requests via phone, email, and portal.

Client Success Operations

• Ensure every technician heads into battle (ahem, site visits) with all the info they need.
• Monitor ticket queues, elevate issues early, and keep things moving like clockwork.
• Be the client liaison — keep them informed, updated, and confident that we’re on it.

Metrics, Reporting & Accountability

• Help track and improve on KPIs like CSAT, ticket aging, SLA breaches, and team utilization.
• Report trends and suggest process improvements to leadership.
• Collaborate closely with the Service Manager to continually optimize delivery.

What You Bring To The Team

• 3+ years in customer service, dispatching, or team coordination (bonus if in IT).
• Comfortable juggling multiple requests, personalities, and deadlines — you thrive in the chaos.
• Experience with a ticketing system / PSA tool (we use Autotask, but any will do).
• Strong communication skills — you speak both Human and Geek fluently.
• High emotional intelligence. You read people and anticipate needs.
• A passion for process, improvement, and supporting a team.

Bonus Points (Nice To Have)

• Prior experience in an MSP or IT service environment.
• Familiarity with Microsoft 365, remote tools, and help desk procedures.
• Certifications like ITIL, ITSM, CompTIA, or Helpdesk Habits.
• Experience with service scheduling, SLA management, or project coordination.

Why Deeptree?

• Flexible PTO.
• Employee discounts + referral program.
• Free access to training & professional development.
• Clear growth path to Service Delivery Manager.
• Culture of teamwork, ownership, and light-hearted banter.
• Your input actually shapes the company’s operations.
• No corporate sludge, just real people doing great work.

This Role Is Ideal For Someone Who

• Loves working with people and solving puzzles.
• Wants ownership over their role and a clear path to grow.
• Is passionate about client success and team support.
• Prefers structure and accountability, but thrives in a fast-moving environment.

Summary

• Job Type: Full-Time (On-Site Only)
• Schedule: 8-hour shift
• Pay: $18.00 – $22.00/hour (DOE)
• Education: High School or Equivalent (Preferred)
• License: Driver’s License (Preferred)