[Hiring] Service Delivery Manager @CMIT Solutions National

Role 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.

• 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:
  • ticket volume
  • tickets per technician
  • average time to dispatch a ticket
  • 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.