WingSwept is currently seeking a Service Coordinator/Dispatcher for our Managed Services team. This individual will be responsible for attaining maximum utilization of internal and field technical resources through daily intake and dispatch of service requests. The Dispatcher performs service request intake from clients and assigns, schedules, and dispatches service engineers for remote or onsite service according to urgency and contractual service level agreements (SLA).

The responsibilities of the position may include:

• Act as the single point of contact to the client for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Pre-process service requests as they arrive through email, manual entry, or direct client input
• Schedule internal and field technical resources on the ConnectWise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise

Minimum requirements:

• Each WingSwept employee is expected to adhere to our core values of being Honest, Eager, Accountable, Respectful, and a Team Player in all their interactions
• Must be legally in the US and able to pass a US government background check
• High school diploma
• Must have a valid driver license and reliable transportation for travel as far as 75 miles from the office
• Must be able to work predominantly from our Garner office
• Must be able to work a full-time 40-hour work week
• Computer skills working with Microsoft Office suite
• Exceptional organizational skills
• Must have an affinity for technology, communication, business and building relationships
• Good verbal and written communication skills for daily interactions with employees and customers
• Ability & willingness to operate in a fast-paced and dynamic environment with a calm demeanor and maintaining a “win/win” attitude
• Ability to operate with keen attention-to-detail

Extra consideration given for any of the following:

• Previous experience with client service or phone related skills

Please apply today if this role looks like a potential fit for you.

Equal Opportunity Employer M/F/Disabled/Veteran