Service Delivery Manager

CMIT Solutions; United States; Remote; USD 42,000 - 68,000; Full time

Job summary

CMIT Solutions National Corp. is seeking a Service Delivery Manager to oversee service coordination and dispatch for clients nationwide.

The role emphasizes timely ticket creation, efficient dispatching to technicians, and strong customer support to ensure MSP operations run smoothly. The successful candidate will coordinate with regional partners, track KPI trends like average dispatch time and repeat tickets, and maintain thorough service records while supporting a fast-moving technical

Job description

CMIT Solutions National Corp. Service Delivery Manager Remote·Full time Apply for 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.

About CMIT Solutions National Corp.

Leading with trust.CMIT Solutions National Corp. is a recognized leader in Managed IT Services for businesses. We’re business owners too, so we understand the opportunities and challenges facing today’s organizations. Our exceptional team includes more than 250 franchise locations and 900 top technology practitioners who want to help your business succeed.

Description

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:
• average time to dispatch a ticket
• 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