Service Delivery Manager

The Service Coordinator/Dispatcher is responsible for coordinating and dispatching service calls to technicians, as well as providing customer support. This position is essential to the smooth operation of the MSP and plays a critical role in ensuring that customers receive timely and efficient service.

About CMIT Solutions National Corp.

Leading with trust. CMIT Solutions National Corp. is a recognized leader in Managed IT Services for businesses. We’re business owners too, so we understand the opportunities and challenges facing today’s organizations. Our exceptional team includes more than 250 franchise locations and 900 top technology practitioners who want to help your business succeed.

Description

The Service Coordinator/Dispatcher is responsible for coordinating and dispatching service calls to technicians, as well as providing customer support. This position is essential to the smooth operation of the MSP and plays a critical role in ensuring that customers receive timely and efficient service.

Responsibilities:

• Create and track service tickets.
• Dispatch service calls to technicians
• Communicate with technicians and customers regarding the status of service calls.
• Provide customer support and troubleshooting assistance.
• Maintain records of service calls and customer interactions
• Other duties as assigned.
• Manage escalations between departments.
• Coordinate with regionally based partners across the country to provide onsite services.
• Keep track of ticket trends and provide reporting on KPI's including:

o ticket volume

o tickets per technician

o average time to dispatch a ticket

o repeat tickets

Qualifications:

• High school diploma or equivalent
• 1-2 years of experience in a customer service or technical support role
• Excellent communication and interpersonal skills
• Strong organizational and time management skills
• Ability to work independently and as part of a team
• Proficiency in Microsoft Office Suite
• Experience with service management software is a plus

Salary

$90,000 - $100,000 per year