Service Dispatch Coordinator

CyberSheath Services International LLC is a rapidly growing Security and IT Managed Services Provider primarily focused on providing Cybersecurity services to the Defense Industrial Base (DIB). We integrate compliance and threat mitigation efforts, eliminating redundant security practices that may weaken an organization’s security posture. Our professionals advise clients on where to stop spending, where to invest, and how to integrate existing efforts for improved security. Successful candidates are self-motivated, think creatively, and work independently while wearing multiple hats to succeed.

About the role

The Service Dispatch Coordinator attains maximum utilization of internal and field resources by monitoring and managing incoming client requests and dispatching them to the appropriate resource.

Responsibilities

• Coordinate schedules of remote and field technical resources
• Create and assign service requests received via phone, email, or other means
• Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting
• Organize technician schedules to ensure efficiency and productivity
• Ensure communication with customers: keep them informed of incident progress, notify them of impending changes or agreed outages
• Act as a point of contact for clients for all types of service requests
• Monitor open service tickets and escalate requests to other team members to meet customer SLAs
• Report utilization of IT Support resources and successful completion of service requests
• Ensure prompt entries for time and expenses as they occur
• Support end-users in same-call resolution activities (e.g., password resets)
• Additional duties as assigned

Requirements

• Excellent customer service skills: telephone skills, communication, active listening, and customer care
• Prior experience in a Managed Services environment with knowledge of support tools, techniques, and IT service delivery
• Ability to match proper technical resources to technical issues
• Positive attitude, self-motivated with the ability to work in a fast-moving environment
• Ability to work in a team and communicate effectively
• Typing skills for quick and accurate entry of service request details
• 1-3 years of customer service experience

Work Environment

• Fully remote position
• Work hours: Monday - Friday, 8:00 AM - 5:00 PM Pacific (11:00 AM - 8:00 PM Eastern)

Pay

Budgeted pay range: $45,000 USD - $65,000 USD