Service Dispatch Coordinator at CyberSheath in Remote

Summary: CyberSheath Services International LLC is a rapidly growing Security and IT Managed Services Provider focused on providing Cybersecurity services to the Defense Industrial Base. They are looking for a Service Dispatch Coordinator responsible for managing service requests and coordinating the schedules of technical resources to ensure efficient service delivery. Responsibilities: - Responsible for coordinating the schedules of remote and field technical resources - Create and assign service requests as they arrive through phone, email, or other means - Escalate support tickets related to technical solutions such as computer desktop and network troubleshooting - Organize technician schedules to ensure schedules are efficient and productive - Responsible for 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 - Responsible for ensuring prompt entries for time and expenses as they occur - Where applicable, support end-users in same-call resolution activities (e.g. password resets) - Additional duties as assigned Required Qualifications: - 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 Required Skills: Managed Services, IT Support, Technical Troubleshooting, Service Request Management, Typing