Dispatch Coordinator / Service Call Dispatcher Job at Source 1 Solutions, Clearwater, FL

a3lKR05reXg0TXNVbnM3VFVKREpZS3BiRkE9PQ==
  • Source 1 Solutions
  • Clearwater, FL

Job Description

Role Summary

The Service Dispatcher ensures customer requests are acknowledged quickly and routed to the right technician at the right time. This role is administrative (no technical troubleshooting required) and focuses on queue monitoring, scheduling, communication, and SLA adherence across a managed IT service desk.

Role Tasks

  • Monitor intake channels (phone, shared inboxes, ticket queues) and create/validate tickets with accurate contact, site, category, and priority.
  • Dispatch & schedule technicians based on availability, skills, location, and SLA/priority; coordinate calendars and send confirmations.
  • Acknowledge all requests promptly, set expectations/ETAs, perform follow-ups, and handle reschedules.
  • Prioritize work (P1/P2 incidents, outages, VIPs) according to playbooks; escalate to the Service Desk Coordinator/Team Lead when thresholds are met.
  • Maintain clean data : required ticket fields, time entries present, work types/board/status set correctly, correct client/site mapping.
  • Track real-time status of technicians (in call, onsite, remote, in transit), proactively re-balance assignments to protect SLAs.
  • Coordinate logistics for onsite dispatch (access instructions, point of contact, vendor RMAs, shipping/pickup, parts availability).
  • Close tickets administratively (confirmation of resolution, documentation present, customer follow-up sent, surveys triggered).
  • Contribute to playbooks/SOPs ; suggest improvements to intake, triage, and dispatch workflows.

Role Recommendations

  • 1+ year in dispatching, scheduling, call center, coordinator, or receptionist roles (MSP/service desk experience is a plus but not required).
  • Clear, professional phone and written communication ; calm under pressure and customer-centric.
  • Multi-tasking & prioritization skills; comfortable juggling phones, inbox, and live board simultaneously.
  • Experience with ticketing/scheduling tools (Microsoft Dynamics/ConnectWise Manage preferred; other tools acceptable).
  • Proficient with Microsoft 365 (Outlook, Teams, Excel); typing speed ≥45 WPM .
  • Schedule flexibility to cover an 8-hour shift between 7:00am–7:00pm ET
  • High school diploma or equivalent; background check required.

Job Tags

Full time, Remote work, Shift work,

Similar Jobs

Connectprep

Data Analyst Internship Job at Connectprep

 ...goal is to redefine tutoring to use data, insight, and our extensive teaching experience...  ...The Opportunity: We are offering a Data Analyst Internship for qualified candidates. This...  ...platforms Experience collaborating in remote or hybrid teams (Slack, Zoom, project... 

Ventures Unlimited Inc

Teradata ETL Developer Job at Ventures Unlimited Inc

Job Description Must Have Technical/Functional Skills 4-8 years hand on Experience on writing Teradata. Experience in Teradata Utilities (BTEQ,Fast Load, Multi Load) Extensive experience in developing complex SQL code using Teradata stored procedures, macros etc...

Phillips Infrastructure

Senior Project Engineer Job at Phillips Infrastructure

Summary: The Senior Project Engineer is responsible for planning, developing, coordinating, and managing engineering activities for multiple construction projects. This role provides technical expertise and project oversight, ensuring that all administrative and engineering...

Piedmont Healthcare Inc.

Patient Care Tech - ED Job at Piedmont Healthcare Inc.

Overview:The Patient Care Tech, under the supervision of licensed clinical staff, provides care to patients from birth through the lifecycle, demonstrating competency with treatments, procedures and equipment appropriate to the clinical setting and hospital policy.Responsibilities... 

Ziply Fiber

Director, Outside Plant & Engineering Job at Ziply Fiber

Position Title: Director, Outside Plant & Engineering Base Salary : $145,000 to $190,116 annually DOE Bonus: Target annual bonus Benefits: Medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly...