Service Desk Dispatcher

Watchtower Security LLC; Maryland Heights (MO); On-site; USD 40,000 - 45,000; Full time

Job summary

Watchtower Security LLC is seeking a Service Desk Dispatcher to coordinate service calls nationwide, manage subcontractors, and maintain meticulous ticket records. The role emphasizes strong communication, timely updates, and proactive problem-solving to ensure high-quality video surveillance services.

The successful candidate will have experience with IP phone systems and Google Workspace, and will manage multiple tasks in a fast-paced environment from our HQ in Maryland Heights, MO.

Qualifications

• Experience with a comparable IP phone system (e.g., Nextiva) is a plus.
• Proficiency with Google Workspace.
• Familiarity with scheduling software or CRM systems is beneficial.

Responsibilities

• Coordinate scheduling of all service calls with field technicians and subcontractors.
• Source and qualify new subcontractors and facilitate onboarding.
• Manage and delegate new service tickets and prioritize based on urgency.
• Enter data into the ticketing system to track calls and update client information.
• Create service tickets from daily image scans and coordinate cross‑department collaboration.

Skills

Communication

Time management

Multitasking

Independence

Customer service

Tools

Google Workspace

Nextiva/IP phone system

Scheduling software

CRM systems

Job description

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Service Desk Dispatcher

Full Time HQ, Maryland Heights, MO, US

7 days ago Requisition ID: 1252

Salary Range: $40,000.00 To $45,000.00 Annually

Watchtower Security is the nation's leading provider of all-inclusive, fully managed video surveillance solutions, exclusively dedicated to the multifamily housing industry. For over two decades, we have partnered with property management groups across the nation, empowering them to provide peace of mind to their communities.

As a rapidly growing and dynamic organization, we pride ourselves on a fast-paced, collaborative environment where innovation, critical thinking, and a commitment to excellence drive our success. We are seeking passionate individuals eager to contribute to a team that values strong communication, attention to detail, and a shared dedication to making a tangible difference in multi-family communities.

We are seeking a highly organized and customer-centric Service Desk Dispatcher to join our rapidly growing Service Department. This pivotal role serves as the central point of contact, orchestrating seamless communication and coordination among clients, field technicians, subcontractors, and internal office staff nationwide. The ideal candidate will possess exceptional communication skills, a confident demeanor, and a proactive approach to managing service operations, including subcontractor recruitment, initial image scans, and comprehensive administrative support to ensure the efficient and effective delivery of our video surveillance solutions.

Essential Job Functions:

• Service Coordination & Scheduling:
  • Coordinate the scheduling of all service calls with field technicians and subcontractors efficiently and effectively.
  • Conduct daily outreach to field technicians, subcontractors, and clients for scheduled service appointments, follow-ups, and appointment confirmations.
  • Monitor field technician activities and ensure prompt, effective responsiveness from internal staff while technicians are on client sites.
• Subcontractor Management:
  • Source and qualify new subcontractors, facilitating their complete onboarding process.
• Ticket Management & Prioritization:
  • Manage and delegate new service tickets to the appropriate team members, ensuring timely assignment and resolution.
  • Knowledgeably prioritize incoming calls and service tickets based on urgency, impact, and established protocols.
  • Escalate complex or persistent problems to higher-level technicians as needed.
• Documentation & Data Entry:
  • Perform accurate data entry into the ticketing system to meticulously track calls, update tickets, and maintain client information.
• Complete daily image scans as needed, creating new service tickets based on identified issues or requirements.
• Collaborate effectively with other internal departments regarding client issues, creating necessary tickets and ensuring cross-functional alignment.

Qualifications & Skills:

• Experience & Technical Aptitude:
  • Experience with a comparable IP phone system (e.g., Nextiva) is a plus.
  • Proficiency with Google Workspace.
  • Familiarity with scheduling software or CRM systems is beneficial.
• Work Ethic & Autonomy:
  • Ability to work independently with minimal supervision, demonstrating initiative and accountability.
  • Strong ability to manage multiple assignments and competing priorities effectively within a day.
  • Excellent time management, planning, and forward-thinking skills.
  • Self-motivated with a positive and professional attitude.
• Communication & Interpersonal:
  • Excellent verbal and active listening skills, with the ability to communicate confidently and clearly.
  • Strong team-building, customer service, and interpersonal skills, capable of fostering positive relationships with diverse stakeholders.