Dispatch Service Lead

About ServicePoint

ServicePoint is a leading technology services provider across North America, recognized for delivering exceptional customer experiences and operational excellence. We specialize in designing, implementing, and supporting solutions across Data Infrastructure, Cybersecurity, Audio Visual, and Managed Services. At ServicePoint, we foster a fast-paced, execution-focused environment where leadership, accountability, and continuous improvement drive success. Our teams work collaboratively to support enterprise clients through scalable staffing, field service delivery, and technical operations.

Position Summary

The Dispatch Service Operations Lead is responsible for leading the day-to-day operations of ServicePoint's Dispatch Service Coordination team and ensuring field service activities are executed efficiently, accurately, and in accordance with customer expectations and contractual SLAs. This position provides operational leadership to Dispatch Service Coordinators who manage field service appointments, technician assignments, customer communications, work order activity, routing adjustments, escalations, and real-time service events across the country. The Dispatch Service Operations Lead serves as a key point of escalation for complex or time-sensitive service issues and works closely with TAC, Technical Staffing, Project Management, Service Delivery, Operations, and other internal teams to maintain service continuity and customer satisfaction. The ideal candidate is an experienced operations leader who thrives in a high-volume environment, can make sound decisions under pressure, understands field service and dispatch operations, and is capable of balancing people leadership with real-time operational demands. This role must be capable of independently managing escalations and operational decisions when other leadership resources are unavailable.

Key Responsibilities

• Team Leadership & Performance

  • Lead, coach, and support Dispatch Service Coordinators in the daily execution of service delivery activities.
  • Establish clear expectations for productivity, quality, customer service, responsiveness, and SLA performance.
  • Monitor individual and team performance against established operational metrics.
  • Provide real-time coaching and guidance during active service events.
  • Conduct regular one-on-one meetings, performance reviews, and development discussions.
  • Identify training needs and coordinate coaching or development opportunities.
  • Promote accountability, ownership, teamwork, and continuous improvement across the dispatch organization.
  • Assist with onboarding and training of new Dispatch Service Coordinators.
  • Support scheduling, shift coverage, workload balancing, and operational staffing decisions.

• Dispatch & Service Delivery Operations

  • Oversee incoming service requests and ensure appropriate prioritization, assignment, and escalation.
  • Monitor active service events and work orders to ensure customer SLAs and response requirements are achieved.
  • Provide guidance on complex dispatch situations, routing challenges, technician availability, scope changes, and customer requirements.
  • Ensure field engineers and technicians receive accurate and timely service information.
  • Monitor failed automation requests and ensure manual ticket creation and dispatch activities are completed within required response times.
  • Ensure service coordinators maintain accurate and complete documentation in Salesforce and related operational systems.
  • Monitor call queues and service communications to ensure adequate coverage and responsiveness.
  • Support real-time staffing decisions when technician availability, cancellations, delays, or changing customer requirements impact service delivery.

• Escalation Management

  • Serve as the first level of operational escalation for Dispatch Service Coordinators.
  • Take ownership of high-priority, customer-impacting, or SLA-sensitive service issues.
  • Cook up cross-functional resolution of service delivery problems.
  • Escalate critical operational, customer, staffing, or technical issues to appropriate leadership.
  • Maintain clear communication with internal stakeholders throughout escalated service events.
  • Ensure escalations are properly documented and followed through to resolution.
  • Identify recurring issues and develop corrective actions to prevent future service disruptions.

• Customer Experience

  • Promote a customer-first culture across the Dispatch Service Coordination team.
  • Ensure customers receive timely, accurate, and professional communication regarding service appointments and changes.
  • Support resolution of customer concerns and service delivery issues.
  • Monitor customer-impacting trends and identify opportunities to improve the overall service experience.
  • Partner with Service Delivery and Operations leadership to address recurring customer or SLA concerns.

• Operational Excellence & Continuous Improvement

  • Analyze dispatch performance, workload trends, SLA performance, and operational data to identify improvement opportunities.
  • Develop and implement process improvements that increase dispatch efficiency and service quality.
  • Identify opportunities to reduce manual processes, failed automation, repeat contacts, delays, and unnecessary escalations.
  • Establish and maintain standard operating procedures and workflow documentation.
  • Partner with technology and operations teams to improve Salesforce, workforce management, call queue, and dispatch processes.
  • Participate in operational projects, system implementations, and process improvement initiatives.
  • Help develop reporting and dashboards that provide visibility into dispatch performance.

Reporting & Performance Management

Monitor and report on key operational performance indicators, including speed to answer, abandonment rate, call volume and productivity, SLA compliance, dispatch accuracy, customer satisfaction, failed automation response time, technician utilization and assignment efficiency, escalation volume and resolution time, work order aging, schedule and coverage performance. Provide regular reporting and operational insights to Service Delivery and Operations leadership.

Required Qualifications

• A high school diploma or equivalent required.
• 5+ years of experience in dispatch, field service coordination, call center operations, technical operations, telecommunications, IT support, or service delivery.
• 3+ years of supervisory, team lead, or operational leadership experience preferred.
• Experience working in a high-volume, customer-facing operational environment.
• Demonstrated experience managing escalations and time-sensitive service issues.
• Strong communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency with Microsoft Office Suite, including Excel, Outlook, Word, and PowerPoint.
• Ability to work effectively with multiple systems and operational platforms simultaneously.
• Ability to manage changing priorities while maintaining accuracy and service quality.

Preferred Qualifications

• Experience leading a national field service dispatch or technical staffing operation.
• Experience supporting enterprise customers and contractual SLAs.
• Experience with Salesforce or comparable CRM/service management platforms.
• Experience with RingCentral or comparable contact-center technology.
• Familiarity with workforce management, field service management, or technician scheduling systems.
• Knowledge of voice, data, networking, telecommunications, Audio Visual, or other technology service environments.
• Experience developing operational procedures, performance reporting, and process improvements.
• Experience leading teams across multiple shifts or distributed operational environments.
• Experience managing overnight, weekend, holiday, or 24/7 operational coverage.

Leadership Expectations

The Dispatch Service Operations Lead is expected to lead from the front during high-volume and high-pressure service periods. Own the outcome, not simply the individual task. Coach in real time and develop Dispatch Service Coordinators for long-term success. Make decisions quickly while understanding customer, operational, and financial impacts. Communicate proactively with both leadership and frontline teams. Identify problems before they become escalations. Use data to drive decisions and improve operational performance. Create accountability while maintaining a positive and collaborative team environment. Continuously improve processes, systems, and customer experiences.

Additional Requirements

• Must successfully pass a background investigation and pre-employment drug screening.
• Must be available to work flexible schedules based on business and operational requirements.
• May be required to work evenings, overnight shifts, weekends, holidays, overtime, or rotating schedules.
• Must be available to provide operational leadership and escalation support outside of standard business hours when required.
• Ability to consistently perform role responsibilities throughout assigned shifts.

Why ServicePoint

Lead a team supporting enterprise-level technology deployments and field operations. Opportunity to directly influence customer experience and operational performance. Exposure to national field service delivery and technical staffing operations. Fast-paced, collaborative, and execution-focused environment. Career growth opportunities within Service Delivery and Operations leadership. Opportunity to build and improve scalable dispatch and service delivery processes. Direct impact on SLA performance, technician utilization, and customer satisfaction.