Triage & Dispatch Coordinator - IT & Telecom (ConnectWise)

NextGen | GTA: A Kelly Telecom Company; Greensboro (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

NextGen | GTA: A Kelly Telecom Company is seeking a Triage & Dispatch Coordinator to serve as the operational hub between customers, field technicians, technical support teams, and IT engineers.

You will handle ticket triage, SLA management, technician dispatch, scheduling, and proactive customer and internal communication in a fast-paced, high-volume environment.

Required: 2–4 years in IT/telecom dispatch or service coordination and experience with ConnectWise Manage/PSA or similar tools.

Qualifications

• 2–4 years of experience in IT/telecom dispatch or service coordination.
• Experience with ConnectWise Manage/PSA or similar ticketing platform.
• Experience with ticket triage, prioritization, SLA tracking, and escalation.
• Experience scheduling or dispatching field technicians.
• Strong customer service and communication skills.
• High school diploma or GED required.

Responsibilities

• Triage and manage incoming service tickets and ensure SLA compliance.
• Schedule and dispatch field technicians based on urgency and skills.
• Communicate updates to customers and coordinate with teams.
• Maintain dispatch records and support operational reporting.

Skills

Ticket triage

SLA tracking

Customer service

Communication skills

Multitasking

Education

High School Diploma or GED

Tools

ConnectWise Manage/PSA

BrightGauge

Excel

Job description

NextGen | GTA: A Kelly Telecom Company is seeking a Triage & Dispatch Coordinator to serve as the operational hub between customers, field technicians, technical support teams, and IT engineers.

You will handle ticket triage, SLA management, technician dispatch, scheduling, and proactive customer and internal communication in a fast-paced, high-volume environment.

Required: 2–4 years in IT/telecom dispatch or service coordination and experience with ConnectWise Manage/PSA or similar tools.