We are seeking highly organized and detail-oriented Dispatch Desk Operators to support a fast-paced break-fix services environment. This role focuses on operational coordination, dispatch execution, ticket ownership, and service continuity in a customer-driven support environment.
The ideal candidate has strong coordination skills, excellent follow-through, and the ability to manage multiple active service events while maintaining SLA compliance and operational accuracy.
Key Responsibilities
- Monitor and manage a live queue of incoming break-fix service requests
- Review ticket details including location, priority, coverage, and service requirements
- Coordinate dispatch activity for domestic and international service events
- Create and manage work orders for field technician engagements
- Coordinate with global partner networks for international support requests
- Ensure SLA commitments are met and proactively escalate risks when necessary
- Track technician assignments, arrival times, onsite progress, and service completion
- Collect service documentation including notes, photos, and closeout requirements
- Maintain accurate updates within customer-facing and internal systems
- Support billing and reconciliation workflows within Certinia
- Identify operational risks, scheduling conflicts, and service gaps before impact occurs
- Serve as the communication bridge between customers, technicians, vendors, partners, and internal teams
Qualifications
Required Skills and Experience
- Experience in dispatch coordination or service desk operations
- Exposure to break-fix or field service environments
- Experience using work order management systems
- Familiarity with ServiceNow, Certinia, or similar service management platforms
- Experience coordinating with vendors or partner networks
- Background in customer-facing operational support roles
- Strong organizational, multitasking, and follow-up skills
- Ability to manage multiple active service incidents simultaneously
- Strong communication skills when coordinating with technicians, customers, and vendors
- High attention to detail in documentation and status tracking
- Ability to balance urgency, professionalism, and accuracy
- Comfortable working within SLA-driven environments
- Ability to identify issues early and escalate appropriately
Preferred Qualifications
- Knowledge of process improvement methodologies
- Experience using CRM platforms such as Salesforce or Zendesk
Selection Process
- Operations Interview
- Client Interview
- This role is ideal for candidates who thrive in fast-moving operational environments and are confident managing coordination, communication, and service execution responsibilities.
