Service Dispatch Coordinator

CyberSheath; Oregon; Hybrid; USD 45,000 - 65,000; Full time

Job summary

CyberSheath Services International LLC is seeking a Service Dispatch Coordinator to maximize utilization of internal and field resources by dispatching service requests and managing client communications.

You will create and assign service requests from phone or email, coordinate remote and field technicians, and ensure timely updates to customers while meeting SLA targets. This role is fully remote with U.S. hours 8:00 AM–5:00 PM PST and a budgeted pay range of $45k–$65k.

Qualifications

• Excellent customer service skills including telephone and written communication.
• Experience in a Managed Services environment with knowledge of support tools and how technology is used to provide IT services.
• Ability to match proper technical resources to issues and to work in a fast-paced environment.

Responsibilities

• Coordinate schedules of remote and field technical resources.
• Create and assign service requests via phone, email, or other channels.
• Escalate tickets related to computer desktop and network issues.
• Organize technician schedules for efficiency and productivity.
• Maintain clear communication with customers about incident progress and outages.
• Act as main point of contact for clients for all service requests.
• Monitor open tickets and escalate to meet customer SLA targets.
• Report utilization of IT resources and successful completion of service requests.
• Ensure prompt entries for time and expenses as they occur.
• Assist end-users with same-call resolutions (e.g., password resets).
• perform additional duties as assigned.

Skills

Customer service

Dispatch coordination

Communication

Time management

Tools

Support tools

Job description

CyberSheath Services International LLC is a rapidly growing Managed Services Provider primarily focused on providing Cybersecurity services to the Defense Industrial Base (DIB). We are excited to be expanding our staff due to our growth and are looking to add an additional Service Dispatch Coordinator to our team! CyberSheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that don't improve and, in fact, may weaken an organization's security posture. Our professionals tell clients where to stop spending, where to invest, and how to take what they are already doing and integrate it in a way that delivers improved security. Successful candidates for CyberSheath are self-motivated, think out of the box, work, and solve issues independently. Additionally, our most successful people are self-starters and willing to put on many hats in order to succeed. CyberSheath is fast-growing and seeks candidates who want to be part of our upward trajectory.

Job Overview

The Service Dispatch Coordinator is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests and dispatching them to the appropriate resource.

Essential Responsibilities (include but are not limited to)

• Responsible for coordinating the schedules of remote and field technical resources
• Create and assign service requests as they arrive through phone, email, or other means
• Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting
• Organize technician schedules to ensure schedules are efficient and productive
• Responsible for ensuring communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Act as a point of contact for clients for all types of service requests
• Monitor open service tickets and elevate requests to other team members as necessary to ensure the team is meeting customer SLA's
• Report the utilization of IT Support resources and the successful completion of service requests to the appropriate resources
• Responsible for ensuring prompt entries for time and expenses as they occur
• Where applicable, support end-users in same-call resolution activities (e.g., password resets)
• Additional duties as assigned.

Required Experience & Skills

• Excellent Customer Service skills: such as telephone skills, communication skills, active listening, and customer care
• Prior experience in a Managed Services environment with knowledge of support tools, techniques, and how technology is used to provide IT services
• Ability to match proper technical resources to technical issues appropriately
• Positive attitude, self-motivated with the ability to work in a fast-moving environment
• Ability to work in a team and communicate effectively
• Typing skills to ensure quick and accurate entry of service request details
• 1-3 years of customer service experience

Work Environment

• CyberSheath is a fully Remote work environment
• Work hours for this role are 8:00 AM - 5:00 PM PST (11:00 AM - 8:00 PM EST)

CyberSheath is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, age, protected veteran status, among other things, or status as a qualified individual with a disability.

Budgeted Pay Range $45,000—$65,000 USD