Service Coordinator/Dispatcher for IT Company

4 weeks ago

Florham Park, New Jersey, United States Link High Technologies Inc. Full time
Job Overview

Link High Technologies Inc. is a leading MSP seeking a skilled Service Coordinator/Dispatcher to join our team. As a key member of our operations team, you will be responsible for coordinating and dispatching our technical teams to ensure seamless service delivery to our clients.

Key Responsibilities
  • Client Communication
    • Act as the primary point of contact for our clients, addressing their service incidents, requests, and concerns in a prompt and professional manner.
    • Build and maintain positive client relationships, ensuring their needs are met and expectations exceeded.
  • Service Coordination
    • Receive, assess, and prioritize service incidents and requests, ensuring they are resolved efficiently and effectively.
    • Efficiently allocate resources, including our skilled technicians and cutting-edge equipment, to meet service commitments.
    • Skillfully schedule and dispatch onsite teams when required, optimizing resource utilization.
  • Resource Management
    • Monitor and manage the availability of our service technicians, tools, and specialized equipment.
    • Collaborate with various departments to ensure timely access to necessary resources.
  • Ticket Type and Skill-Based Scheduling
    • Utilize ConnectWise Manage to assess the type and complexity of service tickets.
    • Schedule technicians based on their skill levels and expertise required for specific service incidents.
    • Consider technician familiarity with clients to enhance service efficiency and customer experience.
  • Support Staff Scheduling
    • Schedule staff members for client meetings, vendor meetings, or any other tasks as required by the executive and leadership teams.
    • Ensure efficient coordination of schedules to support the operational needs of the organization.
  • Executive and Leadership Team Support
    • Provide crucial support to executive and leadership team members in scheduling and organizing meetings, as well as handling other administrative tasks.
    • Ensure their schedules align with business priorities and objectives.
  • Documentation and Reporting
    • Maintain meticulous records of service incidents, requests, schedules, and resource allocations.
    • Generate regular reports on service performance metrics, such as response times, resolution times, and customer feedback.
  • Quality Assurance
    • Uphold Link High Technologies' rigorous service quality standards and best practices.
    • Conduct thorough post-service follow-ups to gather feedback and guarantee client satisfaction.
  • Problem Solving
    • Swiftly identify and address any issues or obstacles that may impede service delivery.
    • Foster collaboration with cross-functional teams to resolve complex service-related challenges.
  • Continuous Improvement
    • Actively contribute ideas and implement process improvements to elevate service efficiency and effectiveness.
    • Stay at the forefront of industry trends and emerging technologies, offering innovative solutions to clients.
    Qualifications
    • Minimum of 3 years experience in a similar service coordination role with an MSP.
    • Proven experience in service coordination, customer service, or a related role within the technology sector.
    • Exceptional communication and interpersonal skills with a focus on client delight.
    • Strong organizational and time management capabilities.
    • Proficiency in utilizing ConnectWise Manage or similar service management or dispatch software.
    • Ability to thrive under pressure and adapt to shifting priorities.
    • Excellent problem-solving and decision-making aptitude.
    • A dedication to delivering exceptional customer service.
    • A+, Network + or higher certifications helpful.
    • Able to commute to Florham Park NJ daily.
    Compensation and Benefits
    • Salary 50-55k
    • 100% Employer Paid Medical/Dental
    • 401K with 3% Company Contribution
    • PTO which increases with tenure
    • Short/Long Term Disability Employer Paid
    • Opportunity for growth within company after 1 year

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