Overview Scaled Inc. is a leading staff augmentation firm that specializes in connecting USA-based Managed Service Providers (MSPs) with top-tier South African technical talent. We are proud to offer exceptional technical expertise and outstanding service to our clients, consistently delivering high-quality IT solutions across various industries. As we expand our operations, we are looking for a Dispatcher/Service Coordinator to join our dynamic team. This position is ideal for someone with experience in managing service requests, dispatching technical resources, and ensuring exceptional client service. If you have experience in Office 365 usage, knowledge of Desktop Support tickets, client and team communication, maintaining professionalism in a calm manner and time management skills, we invite you to be part of our growth and success. Key Responsibilities Must Have Recent MSP Experience Service Coordination: Dispatch technical resources to address client service requests in a timely manner, ensuring the right technician is assigned based on urgency, client impact, and minimizing response times to optimize overall service delivery. Monitor service requests to ensure optimal response times, identifying potential bottlenecks and proactively resolving them. Analyze client needs and project timelines to ensure appropriate resource distribution. Team Management Lead and support a team of technicians and engineers, ensuring smooth coordination of daily service activities and quick resolution of client issues. Make sure that time entries are correct and up to date. Client Communication & Relationship Management Serve as the primary point of contact for clients, providing real-time updates on service requests, managing client expectations, and ensuring overall satisfaction. Foster and maintain strong client relationships to build trust and ensure repeat business opportunities. Identify critical service issues and escalate them to appropriate teams or management promptly, ensuring rapid resolution. Provide guidance and timely updates to clients during escalations to keep them informed. Documentation & Reporting Maintain comprehensive and accurate records of all service activities, including client communications, technician notes, incident resolution details, and performance data. Ensuring all documentation is up to date on the preferred documentation platform. Service Request Triage and Prioritization Manage the sorting and prioritization of incoming service requests to ensure that urgent issues are resolved quickly, while less critical tasks are addressed efficiently. Key Requirements Experience: Minimum of 2 years of experience in a dispatcher/service coordinator role within a technical or managed services environment. Technical Knowledge: Solid understanding of IT infrastructure, including desktop support, cloud-based systems, and network operations. Problem-Solving Skills: Strong ability to assess service issues, prioritize tasks, and effectively coordinate resources to resolve technical problems in a timely manner. Customer-Focused Mindset: Exceptional communication and interpersonal skills with a strong commitment to delivering positive client experiences and maintaining high client satisfaction. Organizational Skills: Strong multitasking ability, capable of handling a high volume of service requests while maintaining attention to detail. This is critical in a fast-paced environment where several service requests must be managed concurrently. Self-Starter: Proven ability to work independently and manage tasks effectively in a remote work environment, with minimal supervision and minimal interruption. Strong written and verbal communication skills are essential for client interactions, team coordination, and documentation. Time Management Skills: Exceptional time management skills, with the ability to prioritize tasks effectively to ensure that service requests are handled efficiently, and deadlines are met. Experience with Remote Team Management (Beneficial): Proven track record in managing remote teams, ensuring high productivity and clear communication despite working from different locations. Experience with IT Help Desk Software: Familiarity with IT Help Desk Software tools such as ConnectWise, Zendesk, or Jira Service Desk for managing and tracking service requests, incidents and tickets. Adaptability and Flexibility: Ability to quickly adapt to changes in the work environment, technical tools, and client demands, especially in a fast-moving IT services industry. Ability to Work Under Pressure: Capability to stay calm and organized while managing high-priority service requests, especially in high-pressure situations where fast responses are required. Process Improvement Mindset: Experience in identifying inefficiencies in service delivery and suggesting or implementing improvements to enhance operational effectiveness and customer satisfaction. Technical Documentation Skills: Ability to create and maintain clear, concise documentation for internal processes, troubleshooting procedures, and client interactions, ensuring that all technical details are accurately recorded. Benefits Competitive Salary and Benefits Opportunities for professional development and training Collaborative and supportive work environment Access to cutting-edge technologies and solutions Growth potential within a dynamic and innovative company Work-life balance and flexibility of remote work #J-18808-Ljbffr