Service Dispatch Manager Position

14 hours ago


Richardson, Texas, United States Allied Universal® Technology Services Full time
Job Description

At Allied Universal Technology Services, we're seeking a talented Service Dispatch Manager to lead our Service Desk team. This role will be responsible for achieving national customer service goals through strategic action planning and cross-departmental collaboration.

Key Responsibilities:

• Provides leadership, support, and accountability for staff and internal customers, assisting the Sr. Director with hiring, recruiting, retention, and training needs.
• Establishes goals and development plans for direct reports, evaluates performance, and collaborates on salary management, ensuring fair performance measures to motivate employees to meet or exceed objectives.
• Oversees staff performance, addresses escalations, and promotes effective management practices to achieve service goals.

Drive Operations:

• Manages service engagements, ensuring effective communication, compliance, and timely service delivery; develops and oversees daily schedules, manpower loading, and coordination with departments to meet SLA/metric requirements.
• Supports Branch Field Teams, assists in developing and documenting service desk processes, and ensures efficient and standardized procedures are in place to enhance the customer service experience.
• Oversees and provides training on processes related to service desk operations, adherence to best practices, consistency in support delivery, and continuous improvement of service desk performance.

Process Improvement:

• Supports the Sr. Director in building and maintaining an effective service organization committed to customer and employee satisfaction and profitable growth.
• Responsible for internal and external service training initiatives, including scheduling, content development, agreement, and execution.

Requirements:

• Associate's or Bachelor's Degree in Business, Criminal Justice, Communications, or related field of study with a minimum of five (5) years of experience in Project Management, Call Center Management, Service Dispatch Management, or Central Station/SOC Management.
• High school diploma or equivalent with a minimum of seven (7) years of experience in Project Management, Call Center Management, Service Dispatch Management, or Central Station/SOC Management.
• Ability to analyze and manipulate software-based management tools, including metrics and dashboards for measuring performance.
• Strong project management skills, with attention to detail and the ability to bring performance gaps/issue to resolution.
• Proven relationship-building skills, with self-motivation and the ability to influence and motivate others.

Benefits:

• Medical, dental, vision, basic life, AD&D, and disability insurance.
• Enrollment in our company's 401 (k) or Supplemental Income Plan, subject to eligibility requirements.
• Eight paid holidays annually, five sick days, and four personal days.
• Vacation time offered at an accrual rate of 3.08 hours biweekly. Unused vacation is only paid out where required by law.

Equal Opportunity Employer:

At Allied Universal Technology Services, we are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating an inclusive environment where all employees feel valued, respected, and empowered to contribute to our success.

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