Evening Dispatcher/Weekend Dispatcher

At ADNET, a New Charter Company, we are seeking an Dispatcher in a remote position (in other companies this person could hold the title of Service Coordinator, IT Service Coordinator, Service Desk Coordinator, Client Services Coordinator) to coordinate technical support operations and deliver an exceptional client experience across our Technical Assistance Center (TAC). This is a 100% remote position. In this role, you will partner with ADNET clients, TAC engineers, technical resources, and service delivery leadership to prioritize and route support tickets, coordinate technician schedules and project work, monitor service levels, and manage client communications. You will use ConnectWise and established service management processes to track daily activity, maintain accurate ticket information, manage escalations, and help ensure support requests move efficiently from intake through resolution. You will maintain closed-loop communication with clients, proactively follow up on outstanding issues, identify opportunities to improve service processes, and help the TAC team consistently deliver a responsive and professional support experience. Job Location:** Remote (East Coast Preferred)**Salary:** 55k ## General Job Duties Include: * Coordinate the efficient use of TAC technical resources to support client needs and service-level objectives.* Schedule technical team members for support tickets, projects, and other service activities.* Monitor ticket queues, outstanding issues, escalations, and service levels to help ensure timely client support.* Answer incoming support calls and accurately create and document support tickets.* Serve as a client advocate by identifying service concerns, coordinating appropriate escalation, and following up to ensure issues are addressed.* Perform administrative responsibilities that support strong client and vendor relationships.* Monitor email and voicemail throughout the workday and respond to messages within established service expectations.* Identify, document, and report client issues or concerns to the appropriate team members.* Document the processes and procedures associated with the Service Coordinator role and keep documentation current.* Help create and improve team goals, policies, workflows, and standard operating procedures to increase efficiency and improve the client experience.* Stay current on industry trends and technologies that may affect service operations or client expectations.* Participate in technical staff meetings, document meeting notes, and be prepared to discuss client issues and service delivery concerns.* Collaborate with team members and proactively provide information and assistance that contributes to the success of the TAC and ADNET.* Work with your supervisor to pursue relevant education, training, and professional development objectives.* Follow ADNET policies, standard operating procedures, and core values, including Passion, Integrity, Accountability, Focus, and Professionalism.* Required Experience:** * Minimum of three years of relevant professional experience or a combination of relevant education and work experience.* Ability to work methodically with minimal supervision while remaining productive both independently and as part of a collaborative team. ## Preferred Experience: * Associate's degree in Information Systems or a related field.* Experience coordinating a technical support team, IT service desk, help desk, managed services team, or similar client-facing technology environment.* Experience with **ConnectWise** or a comparable professional services automation (PSA), ticketing, or IT service management platform.* Standards of Performance The Dispatcher will be performing successfully when: * SLA targets for ticket triage are consistently achieved or exceeded.* Projects, tasks, and assigned responsibilities are completed accurately, professionally, and on time.* Company and departmental policies and procedures are consistently followed.* Consistent productivity and sound judgment are demonstrated while working independently in a remote environment. ## Ability to perform normal office work, lift approximately 10-30 pounds, and sit and/or stand for up to 10 hours per day.* **Language:** Ability to effectively speak, read, and write English.* **Working Conditions:** This is a 100% remote position. The role may occasionally require work during evenings or weekends based on business and client support needs.* **Dress:** Follow company dress and professional appearance policies.

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