Job Description

Job Description

Job Description

Description:

IT Service Dispatcher

The Project Management Office (PMO) is responsible for providing presales, and post-sales coordination for Choice Solutions. The Project Management Office includes the PMO Director, Project Managers, Project Coordinator, and IT Service Dispatcher. The team coordinates break/fix tickets, resulting follow-ups, and projects – both Time and Materials (T&M) and fixed bid Statements of Work. The PMO also works closely with internal departments and external customers to ensure proper scheduling, follow-up, and communication for all scoped efforts, completing them efficiently and on time.

The IT Service Dispatcher plays a critical role at Choice Solutions and is responsible for executing the tasks and communication to service our customers by scheduling and coordinating managed services and professional services engineers to meet client service needs, project milestones, and service level objectives (SLO’s) efficiently. This role is responsible for assigning customer support tickets as they come in via email, phone call, or through the ticketing system, as well as managing professional services engineers’ schedules. The IT Service Dispatcher is a highly detail-oriented role that requires precise management of staff resources. This role requires handling staff resourcing to serve customers with decisiveness and speed. The IT Service Dispatcher reports to the Project Manager, Managed Services.

This is an on-site position at our office in Overland Park, Kansas. The employee must be in office at least 3 days per week and must communicate their remote work schedule with their coach regularly. This hybrid work schedule is available following training, but the employee must reside within the Kansas City metropolitan area. The expected compensation for this position is $43,000 to $48,000 annually.

Responsibilities:

For managed services team:

• Receive service requests from customers via phone, email, or ticketing system, gathering detailed information to ensure accuracy and completeness
• Gather detailed information about technical issues, ensuring accuracy and completeness
• Prioritize service requests based on urgency, impact, and SLO’s
• Schedule managed services engineers based on the nature of the request, urgency of the need, and engineer availability
• Ensure efficient allocation of resources to meet SLO’s
• Maintain accurate records of service requests, dispatch activities. and status of requests
• Collaborate with Core Manager and NOC Manager to resolve complex scheduling issues and escalate them as necessary

For professional services team:

• Act as the central point of contact to receive and triage requests entering through the professional services team, coordinating and managing their day-to-day activities for break/fix tickets and outages
• Collaborate with customers to arrange the staffing and execution of service tickets and project tasks
• Set clear expectations and proactively communicate with customers, account managers, and engineers regarding service requests and projects
• Schedule customer-facing meetings for projects via phone and email
• Confirm start dates of projects and project requirement readiness with customers via phone and email

General:

• Contribute to the ongoing development of the PMO by acting on an interest in continuous improvement, sharing knowledge, experience, and expertise with other PMO team members
• Identify areas to streamline dispatch processes and improve overall efficiency
• Ensure all aspects of the department’s established procedures are followed to deliver the Choice Experience and deliver one of the company’s core values—greatness
• Communicate progress updates to customers and internal teams as required
• Become familiar with and maintain at least a high level of knowledge of Choice Solutions’ vendor product offerings and technologies used to solve customer business challenges by taking sales and some technical exams
• Other duties as assigned

• Bachelor’s degree or equivalent work experience
• Previous experience in dispatching, scheduling, or customer service is preferred
• Excellent ability to multi-task and prioritize tasks appropriately
• Firm knowledge and understanding of the Microsoft Office suite
• Excellent customer service skills
• Extremely detail-oriented and capable of delivering a high level of accuracy
• Ability to remain calm and make sound decisions in high-pressure situations

Choice Solutions Requirements & Expectations:

• Express a positive and confident, can-do attitude
• Dependable, adaptable, flexible, and a team player
• Personal dedication to ongoing training and development
• Excellent organizational and problem-solving skills
• Strong oral and written communication skills
• Professional appearance, attitude, and communication
• Timely delivery of required internal documents such as time sheets and expense reports
• Maintain confidentiality in all aspects of client, staff, and agency information
• Able to handle challenges and issues in a professional and supportive manner

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