IT/Telecom Service Desk Coordinator & Field Technician Dispatcher

Location: Greensboro, NCAbout the RoleWe 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:
• Connect
• Wise 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 BoardTicket Workflows
• Scheduling & Resource Allocation
• Reporting & Dashboards
• BrightGauge or equivalent reporting tools
• Microsoft Office Suite
• OutlookExcelWordTeamsPreferred Experience
• Managed Service Provider (MSP) environment
• Telecommunications support operationsIT help desk or service desk coordination
• Field service management and technician dispatch
• Operational reporting and performance metrics
• EducationHigh School Diploma or GED required
• Associate Degree in Information Technology, Business Administration, or related field preferred