IT/Telecom Service Desk Coordinator & Field Technician Dispatcher

IT/Telecom Service Desk Coordinator & Field Technician Dispatcher

Location: Greensboro, NC

About the Role

We are seeking an experienced IT/Telecom Service Desk Coordinator & Field Technician Dispatcher to support service delivery operations by managing ticket workflows, coordinating field technician schedules, and ensuring SLA compliance. This role is ideal for someone who thrives in a fast-paced IT, telecommunications, or managed services environment and enjoys balancing customer communication, technical coordination, and operational efficiency.

Key Responsibilities

• Monitor and manage incoming service requests and work orders.
• Perform ticket triage, prioritization, assignment, and escalation to ensure SLA compliance.
• Coordinate and dispatch field technicians based on geographic coverage, skill set, and workload.
• Track ticket progress and provide timely updates to customers and internal stakeholders.
• Maintain accurate documentation of service requests, technician activities, and escalations.
• Collaborate with service desk teams, technical support personnel, and field engineers to resolve customer issues efficiently.
• Generate operational reports and monitor ticket aging, service performance, and resolution metrics.
• Serve as a primary point of contact for customers requiring service updates and issue resolution.

Required Qualifications

• 2-4 years of experience in:
• IT Service Desk Operations
• Telecom Operations
• Technical Dispatch Coordination
• Service Coordination
• Customer Support Operations

Experience with:

• ConnectWise PSA (Manage) or similar ticketing/service management platforms
• Ticket triage and SLA management
• Field technician dispatch and scheduling
• Customer communication and escalation management
• High-volume ticket environments

Technical Skills

• ConnectWise PSA (Manage)
• Service Boards
• Dispatch Board
• Ticket Workflows
• Scheduling & Resource Allocation
• Reporting & Dashboards

BrightGauge or equivalent reporting tools

• Microsoft Office Suite
• Outlook
• Excel
• Word
• Teams

Preferred Experience

• Managed Service Provider (MSP) environment
• Telecommunications support operations
• IT help desk or service desk coordination
• Field service management and technician dispatch
• Operational reporting and performance metrics

Education

• High School Diploma or GED required
• Associate Degree in Information Technology, Business Administration, or related field preferred