CyberSheath
Security and IT Managed Services
ServiceDispatchCoordinator
“Service Dispatch Coordinator at CyberSheath. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, Excellent Customer Service skills, Managed Services environment, support tools, techniques, and how technology is used to provide IT services, Ability to match proper technical resources to technical issues appropriately, Positive attitude, self-motivated, work in a fast-moving environment, Ability t”
What You'll Achieve.
attaining maximum utilization of internal and field resources; ensure schedules are efficient and productive; ensure the team is meeting customer SLA’s
Industry & Context.
solve issues independently
What They're Looking For.
Must Have
Excellent Customer Service skills: such as telephone skills, communication skills, active listening and customer-care, Prior experience in a Managed Services environment with knowledge of support tools, techniques, and how technology is used to provide IT services, Ability to match proper technical resources to technical issues appropriately, Positive attitude, self-motivated with the ability to work in a fast-moving environment, Ability to work in a team and communicate effectively, Typing skills to ensure quick and accurate entry of service request details, 1-3 years of customer service experience
What You'll Do.
attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests and dispatching them to the appropriate resource
coordinating the schedules of remote and field technical resources
Create and assign service requests as they arrive through phone
Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting
Organize technician schedules to ensure schedules are efficient and productive
ensuring communication with customers as required: keeping them informed of incident progress
notifying them of impending changes or agreed outages
Act as a point of contact for clients for all types of service requests
Monitor open service tickets and escalate requests to other team members as necessary to ensure the team is meeting customer SLA’s
Report the utilization of IT Support resources and successful completion of service requests to the appropriate resources
ensuring prompt entries for time and expenses as they occur
support end-users in same-call resolution activities (e.g. password resets)
How You'll Work.
Team & Collaboration
Ability to work in a team and communicate effectively; escalate requests to other team members as necessary
Communication Scope
communication skills; active listening; telephone skills; ensuring communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages; communicate effectively
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