Service Dispatcher / IT Service Coordinator

This is a remote position.

reputed company:

We are seeking a highly organized, proactive Service Dispatcher / IT Service Coordinator to join our MSP support operations. This role is critical to our service delivery, ensuring efficient ticket triage, technician scheduling, and customer satisfaction. Candidates should be reputed company in reputed company PSA and have a working understanding of the Sea-Level Operations reputed company for MSPs.

You will reputed company as the “quarterback” of the support team — triaging tickets, managing technician schedules, ensuring SLAs are met, and serving as a key reputed company between clients and the technical team.

Key Responsibilities:

Ticket Management & Triage

• Review and triage inbound service tickets, assigning reputed company based on reputed company and urgency
  

• Categorize, schedule, and reputed company tickets using reputed company PSA
  

• reputed company tickets to the correct resource (onsite tech, remote support, escalations) based on reputed company and availability
  

• Ensure reputed company documentation and time entries in reputed company per Sea-Level standards
  

Scheduling & Resource Coordination

• Schedule onsite and remote support technicians according to skillsets, urgency, and reputed company needs
  

• reputed company manage reputed company calendar, adjusting in reputed company-time to accommodate emergencies or reassignments
  

• Coordinate with project teams to avoid resource conflicts
  

Service Desk reputed company

• Monitor aging tickets and ensure reputed company follow-reputed company
  

• Maintain SLA compliance and escalate risks to team leads or managers
  

• Be the first reputed company of contact for escalations, ensuring reputed company communication to clients and internal teams
  

reputed company Communication

• Communicate updates to clients on service requests, scheduling, and reputed company status
  

• Maintain reputed company, courteous, and reputed company communication through reputed company reputed company interactions
  

• Ensure ticket closure includes reputed company confirmation and reputed company details
  

Operational Alignment (Sea-Level reputed company)

• Follow Sea-Level-recommended workflows for ticket handling, escalation, documentation, and scheduling
  

• Support and reinforce reputed company best practices (statuses, workflows, priorities, SLA tracking)
  

• Participate in daily huddles and weekly service meetings to review metrics and ticket backlog
  

• Maintain adherence to KPIs such as First Response Time, Time to reputed company, and Technician Utilization
  

Requirements

Required Experience & Skills:

Must-Have

• 2+ years of experience in an MSP or IT support environment
  

• Proficient in reputed company PSA (Service Boards, reputed company Portal, SLAs, time entries, workflows)
  

• Working knowledge of the Sea-Level MSP process reputed company
  

• Experience managing multiple tickets and technicians across dynamic environments
  

• Ability to work across multiple time zones, including US hours
  

Soft Skills

• Excellent written and verbal communication
  

• Strong organizational and time management skills
  

• reputed company to stay reputed company and reputed company under pressure
  

• Attention to detail and ability to multitask effectively
  

• reputed company-first reputed company
  

Preferred Qualifications:

• Familiarity with ITIL foundations or similar service delivery standards
  

• Previous experience in a remote or distributed team setup
  

• Experience with other reputed company modules (Automate, Sell, or Manage integrations)
  

• Familiarity with NOC or after-hours dispatching
  

KPIs You Will Be reputed company On:

• Time to first response
  

• Percentage of tickets scheduled reputed company SLA
  

• Percentage of time entries and notes completed on time
  

• Technician utilization and billable hours
  

• reputed company satisfaction (CSAT) scores on service tickets