Triage & Dispatch Coordinator (SLA,ConnectWise Manage/PSA IT/Telecom)

Job Description

Triage & Dispatch Coordinator

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Location: Greensboro, NC

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Job Type: Full-Time

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Industry: IT / Telecom / Field Services

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Work Arrangement: Onsite

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Job Summary

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We are looking for a Triage & Dispatch Coordinator to serve as the operational hub between customers, field technicians, technical support teams, and IT engineers.

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This role is responsible for ticket triage, SLA management, technician dispatch, scheduling, customer communication, and service coordination in a fast-paced, high-volume environment.

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Key Responsibilities

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Ticket Triage & SLA Management

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• Monitor and manage incoming service tickets through ConnectWise Manage/PSA .
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• Review, categorize, prioritize, and assign tickets based on urgency, technical requirements, and SLA.
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• Ensure tickets contain accurate information before assignment.
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• Monitor ticket aging, response times, and SLA compliance.
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• Escalate tickets proactively before SLA breaches occur.
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• Maintain accurate ticket notes, status updates, and resolution documentation.
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Field Technician Dispatch

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• Schedule and dispatch field technicians based on issue type, urgency, location, availability, and skill set.
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• Coordinate work orders, site visits, technician schedules, and geographic coverage.
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• Use dispatch boards to monitor technician availability and assignments.
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• Track outstanding work and follow up on incomplete or delayed assignments.
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• Coordinate reassignment when schedules or priorities change.
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Customer & Internal Communication

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• Serve as a primary point of contact for customers regarding service requests.
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• Provide timely updates on ticket status, scheduling, delays, and escalations.
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• Coordinate closely with field technicians, IT engineers, technical support, and management.
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• Help de-escalate customer concerns and ensure issues are routed to the appropriate team.
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Reporting & Administration

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• Maintain accurate dispatch and service records.
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• Track ticket volume, response times, SLA performance, and technician productivity.
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• Support operational reporting through ConnectWise, BrightGauge, Excel, or similar tools .
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• Identify recurring issues, resource constraints, and service trends.
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Required Qualifications

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• 2–4 years of experience in IT/telecom dispatch, service coordination, technical support operations, or customer service.
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• Hands-on experience with ConnectWise Manage/PSA or a comparable PSA/ticketing platform.
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• Experience with ticket triage, prioritization, SLA tracking, and escalation .
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• Experience scheduling or dispatching field technicians.
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• Strong customer service and communication skills.
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• Ability to manage multiple priorities in a high-volume environment.
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• Strong organizational skills and attention to detail.
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• High school diploma or GED required.
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Preferred Qualifications

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• Experience in telecommunications, MSP, IT service desk, or field services .
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• Experience with BrightGauge or similar operational reporting tools.
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• Experience with ServiceNow, Autotask, Zendesk, Jira Service Management, or similar platforms.
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• Basic understanding of IT service desk and telecom field-support processes.
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• Associate degree or equivalent experience.
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Technical Skills

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• ConnectWise Manage / PSA
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• Ticketing & Service Desk Workflows
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• Service & Dispatch Boards
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• SLA Management
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• Technician Scheduling
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• Work Order Management
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• Microsoft Outlook, Excel, Word & Teams
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• Reporting & Dashboards
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