IT Service Coordinator / Dispatcher - Break-Fix

In this role, you will connect clients, internal technicians, outside contractors, and supporting departments. Your work will help ensure technicians arrive prepared, clients receive timely updates, and service requests move from scheduling through completion., * Coordinate technician schedules: Schedule and dispatch internal and contracted technicians based on availability, skills, location, and service priority.

• Manage service requests: Review ConnectWise Manage tickets for complete information, required approvals, accurate assignments, and current status.
• Communicate with clients: Confirm appointments and arrival windows, provide updates, communicate delays, and arrange follow-up visits.
• Coordinate outside contractors: Confirm availability, communicate the scope of work, track assignments, and collect required service notes, photographs, and time records.
• Follow through on open tickets: Identify stalled requests, missing information, outstanding parts, and incomplete work. Take action and escalate concerns promptly.
• Coordinate parts and equipment: Work with Procurement to confirm materials are available before scheduling service and help coordinate returns or replacements.
• Prepare tickets for completion and billing: Review service notes, labor, travel, and materials documentation; obtain corrections before tickets move forward.
• Support project installations: Cross-train with the Projects Installation Coordinator and provide backup assistance with schedules, client communication, travel logistics, site readiness, and project records.

• At least 2 years of experience in coordination, dispatch, scheduling, customer service, service operations, or a similar administrative role.
• Strong organization and time-management skills.
• Ability to manage multiple requests, frequent interruptions, and changing priorities.
• Clear, professional communication with clients, technicians, contractors, and coworkers.
• Consistent attention to detail, accurate recordkeeping, and dependable follow-through.
• Proficiency with Microsoft Outlook, Teams, and other Microsoft 365 applications.
• Comfort learning and using business management systems to maintain tickets, schedules, and records., * Experience dispatching field technicians or coordinating outside service contractors.
• Experience with an IT services provider, managed service provider (MSP), telecommunications company, or field-service organization.
• Familiarity with ConnectWise Manage or another service management platform.
• Experience coordinating onsite service calls or installation schedules.
• Familiarity with IT terminology, networking equipment, computers, servers, or low-voltage systems.
• Experience supporting healthcare or dental-office clients.

You take ownership of the details. You know which requests need scheduling, which technicians need information, and which tickets require follow-up. You communicate changes promptly, keep records accurate, and raise concerns before they delay service.

Your primary responsibility is coordination and workflow management. Advanced technical decisions and troubleshooting are supported by technical leadership.

Pay: $45,000.00 - $52,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance