Dispatcher / Service Desk Coordinator

The Dispatch & Service Desk Coordinator is the operational hub and the first voice of our service desk. This person answers inbound calls, captures and triages tickets, assigns work to the right technician, and manages technician schedules and calendars so the team runs on time and clients always know what to expect. The role acts as the single, consistent point of contact that shields our technicians from interruption and keeps work flowing in an orderly way., * Phone & First Contact

• Ticket Triage & Dispatch
• Ticket Follow-Up & Aging Discipline
• Scheduling & Calendar Management
• Client Communication
• Office & Administrative Support
• AI-Assisted Operations (Growth Area), * Cool under pressure. De-escalates calmly and keeps the desk moving when calls stack up.
• Ownership mentality. Drives tickets, schedules, and follow-ups to closure rather than letting them drift.
• Process discipline. Keeps every ticket consistent - owned, categorized, dated, and noted.
• Service heart. Treats clients and teammates with patience, honesty, and generosity.
• Coordinator. Bridges technical and non-technical people to keep work flowing smoothly.

Company Core Values:

Veracity - We are committed to the truth, ensuring that honesty and integrity are maintained at all times.

Generosity - Our orientation towards our customers, community, and each other is grounded in generosity.

Humility - We acknowledge our inherent limitations and strive to maintain an open mind and willingness to learn from each other and those we serve.

Dependability - We value consistency in our quality, effort, attitude, and punctuality. We maintain high standards of accountability to our customers and to each other.

Do you have experience in Phone communication?, This is a fast-paced role built for someone who stays calm and organized under a steady stream of calls and competing priorities. Some IT familiarity is a plus, but it is not a requirement - we will teach the technical side. What matters most is composure, the drive to learn, strong follow-through, and a genuine fit with our core values., * At least 1-2 years of work experience in a customer service, dispatch, scheduling, administrative, or related role - we are looking for someone with a track record, not an entry-level/right-out-of-school hire.

• Strong phone presence with excellent verbal and written communication skills.
• Composure and a level head in a fast-paced, high-call-volume environment.
• Highly organized, detail-oriented, and able to juggle competing priorities without dropping the ball.
• A genuine eagerness to learn and a track record of picking up new tools and processes quickly.
• Dependability - consistent quality, effort, attitude, and punctuality.
• Alignment with our core values: Veracity, Generosity, Humility, Dependability, and Perseverance.

Preferred (Not Required)

• Some IT familiarity or comfort with technical terminology - enough to ask good follow-up questions. We will teach the rest.
• Prior experience in an MSP, IT services, field-service, or AV/IT environment.
• Experience with a PSA/ticketing platform (Autotask, ConnectWise, Halo, SuperOps, Freshdesk, or similar).
• Prior dispatch, scheduling, customer service, or office administration experience.
• Any hands-on experience with AI tools, even informal experimentation.

Pulled from the full job description

• Paid time off, Perseverance - We demonstrate unwavering commitment to push through challenges, staying focused and determined until success is achieved.

Pay: $15.00 - $20.00 per hour

Benefits:

• Paid time off