Job Description

Job Description

IT/Telecom Service Desk Coordinator & Field Technician Dispatcher

Location: Greensboro, NC

About the Role

We are seeking an experienced IT/Telecom Service Desk Coordinator & Field Technician Dispatcher to support service delivery operations by managing ticket workflows, coordinating field technician schedules, and ensuring SLA compliance. This role is ideal for someone who thrives in a fast-paced IT, telecommunications, or managed services environment and enjoys balancing customer communication, technical coordination, and operational efficiency.

Key Responsibilities

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• Monitor and manage incoming service requests and work orders.
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• Perform ticket triage, prioritization, assignment, and escalation to ensure SLA compliance.
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• Coordinate and dispatch field technicians based on geographic coverage, skill set, and workload.
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• Track ticket progress and provide timely updates to customers and internal stakeholders.
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• Maintain accurate documentation of service requests, technician activities, and escalations.
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• Collaborate with service desk teams, technical support personnel, and field engineers to resolve customer issues efficiently.
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• Generate operational reports and monitor ticket aging, service performance, and resolution metrics.
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• Serve as a primary point of contact for customers requiring service updates and issue resolution.
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Required Qualifications

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• 2-4 years of experience in:
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• IT Service Desk Operations
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• Telecom Operations
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• Technical Dispatch Coordination
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• Service Coordination
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• Customer Support Operations
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Experience with:

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• ConnectWise PSA (Manage) or similar ticketing/service management platforms
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• Ticket triage and SLA management
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• Field technician dispatch and scheduling
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• Customer communication and escalation management
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• High-volume ticket environments
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Technical Skills

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• ConnectWise PSA (Manage)
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• Service Boards
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• Dispatch Board
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• Ticket Workflows
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• Scheduling & Resource Allocation
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• Reporting & Dashboards
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BrightGauge or equivalent reporting tools

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• Microsoft Office Suite
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• Outlook
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• Excel
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• Word
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• Teams
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Preferred Experience

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• Managed Service Provider (MSP) environment
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• Telecommunications support operations
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• IT help desk or service desk coordination
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• Field service management and technician dispatch
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• Operational reporting and performance metrics
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Education

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• High School Diploma or GED required
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• Associate Degree in Information Technology, Business Administration, or related field preferred
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