Service Desk or Dispatch Coordinator
2 hours ago
Role Overview
Responsible for monitoring service desk performance in real time to ensure compliance with Service Level Agreements (SLAs). This role acts as the "traffic controller" for the MSP call center, guiding technicians to maintain SLA targets, escalating issues proactively, and optimizing resource allocation to deliver exceptional client service.
Key Responsibilities
- Real-Time Monitoring:
Track ticket queues, response times, and resolution progress using ConnectWise Manage (or similar PSA tools).
Monitor call center dashboards for hold times and ticket aging.
- SLA Compliance:
Identify tickets approaching SLA thresholds and take immediate action to prevent breaches.
Communicate with technicians to prioritize urgent tickets or reassign workloads as needed.
- Escalation Management:
Proactively escalate tickets to higher-level support or management when SLA risk is detected.
Coordinate with dispatch and QA teams to ensure proper ticket routing.
- Guidance & Support:
Provide real-time coaching to techs on prioritization and process adherence.
Act as a point of contact for SLA-related questions during shifts.
- Reporting & Analysis:
Document SLA breaches and trends for weekly reporting.
Recommend process improvements to reduce SLA violations and improve efficiency.
Required Skills & Qualifications
- Experience:
Minimum 5 years in aService Desk, Call Center, or MSP environment.
At least 2–3 years in an MSP or ITIL-based environment with SLA-driven performance metrics.
- Technical Skills:
Proficiency in PSA tools (e.g., ConnectWise Manage, Autotask) and ticketing systems.
Strong understanding of KPIs such as First Response Time, Resolution Time, and CSAT.
- Soft Skills:
Excellent communication and problem-solving skills.
Ability to work under pressure and make quick decisions.
Strong organizational and multitasking abilities.
Preferred Qualifications
- ITIL Foundation Certification.
- Experience in real-time queue management or workforce coordination.
- Knowledge of MSP operations and client service expectations.
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