We are seeking three highly organized and execution-driven Dispatch Desk Operators to support a fast-moving, international break-fix services environment.
This is not a traditional help desk troubleshooting or project management role. Instead, you will serve as the central point of control for incoming service incidents. Tickets flow directly from the customer's ServiceNow platform via API integrations into your dispatch queue.
Your mission is to review each request, determine the fulfillment path, engage domestic and international field resources, and maintain strict SLA compliance from intake through to billing support.
If you thrive in a high-velocity operational environment where responsiveness, real-time ticket ownership, and precise communication are the keys to success, we want to hear from you.
Key Responsibilities
- Queue & Ticket Management: Monitor and manage a live queue of incoming break-fix service requests, reviewing critical details such as location, priority, site requirements, and coverage.
- Dispatch & Coordination: Coordinate domestic dispatch activities and engage with global partner networks for international support requests. Create and manage work orders for U.S.-based field technician engagements.
- SLA & Execution Tracking: Ensure next-business-day SLA commitments are met. Confirm technician assignments, track arrival times, monitor onsite activity, and proactively escalate operational risks.
- Documentation & Compliance: Collect required field deliverables—including service notes, photos, and closeout details—ensuring high attention to detail in tracking.
- System & Billing Support: Maintain precise updates within customer-facing systems and internal tracking platforms. Support billing and service reconciliation workflows within Certinia.
- Stakeholder Communication: Serve as the core communication bridge between customers, field technicians, dispatch partners, and internal operations leadership.
Job Qualifications
Required Technical Skills & Experience:
- Proven experience in dispatch coordination, service desk operations, or back-office operational support.
- Direct experience working within break-fix or field service environments.
- Hands-on familiarity with work order management systems.
- Experience utilizing ServiceNow, Certinia, or similar enterprise service platforms.
- Experience in vendor management or international partner coordination.
Required Soft Skills:
- Exceptional organizational and follow-up skills with the ability to manage multiple open service events simultaneously.
- High confidence level communicating with international technicians, vendors, customers, and partners.
- Strong attention to detail regarding documentation, status tracking, and data accuracy.
- A strong sense of urgency balanced with professionalism.
- Comfort working under strict SLAs and operational performance expectations, with the ability to identify and escalate problems early.
Good-to-Have Qualifications:
- Knowledge of Process Improvement methodologies.
- Proficiency in Customer Relationship Management (CRM) tools such as Salesforce, Zendesk, or live chat platforms.
