Service Coordinator / Dispatcher

About the role

We are seeking a highly organized and proactive Service Coordinator / Dispatcher to support a professional IT services environment. This role is responsible for coordinating service requests, managing schedules, and acting as a key communication link between clients and technical teams to ensure efficient service delivery.

Duties / Tasks to perform

• Answer and direct incoming phone calls in a professional and courteous manner
• Receive, pre-process, and log service requests via phone, email, and ticketing systems
• Schedule and coordinate IT service requests for multiple internal and field team members
• Monitor and manage technician schedules to ensure optimal resource utilization
• Serve as a primary point of contact for internal teams and external clients
• Communicate service updates, progress, outages, and changes clearly and timely
• Escalate service requests that cannot be fulfilled within agreed service levels
• Track service request completion and resource utilization
• Support service leadership with basic billing and licensing reconciliation tasks
• Maintain office supply inventory and coordinate ordering as needed
• Contribute to continuous improvement of service delivery processes and client satisfaction