SLA-Driven IT Service Desk & Field Dispatch Coordinator

NextGen | GTA: A Kelly Telecom Company; Greensboro (NC); On-site; USD 42,000 - 65,000; Full time

Job summary

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.

Qualifications

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

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.

Skills

IT Service Desk Operations

Telecom Operations

Technical Dispatch Coordination

Service Coordination

Customer Support Operations

Education

High School Diploma or GED

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

Tools

ConnectWise PSA (Manage)

Ticketing Systems

Dispatch Scheduling Tools

Job description

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.