Source 1 Solutions Inc
Dispatch Coordinator / Service Call Dispatcher
Source 1 Solutions Inc, Clearwater, Florida, United States, 34623
Role Summary
The Service Dispatcher ensures customer requests are acknowledged quickly and routed to the right technician at the right time. This role is administrative (no technical troubleshooting required) and focuses on queue monitoring, scheduling, communication, and SLA adherence across a managed IT service desk.
Role Tasks Monitor intake channels
(phone, shared inboxes, ticket queues) and create/validate tickets with accurate contact, site, category, and priority. Dispatch & schedule technicians
based on availability, skills, location, and SLA/priority; coordinate calendars and send confirmations. Acknowledge all requests
promptly, set expectations/ETAs, perform follow-ups, and handle reschedules. Prioritize work
(P1/P2 incidents, outages, VIPs) according to playbooks; escalate to the Service Desk Coordinator/Team Lead when thresholds are met. Maintain clean data : required ticket fields, time entries present, work types/board/status set correctly, correct client/site mapping. Track real-time status
of technicians (in call, onsite, remote, in transit), proactively re-balance assignments to protect SLAs. Coordinate logistics
for onsite dispatch (access instructions, point of contact, vendor RMAs, shipping/pickup, parts availability). Close tickets administratively
(confirmation of resolution, documentation present, customer follow-up sent, surveys triggered). Contribute to playbooks/SOPs ; suggest improvements to intake, triage, and dispatch workflows. Role Recommendations
1+ year in
dispatching, scheduling, call center, coordinator, or receptionist
roles (MSP/service desk experience is a plus but not required). Clear, professional
phone and written communication ; calm under pressure and customer-centric. Multi-tasking & prioritization
skills; comfortable juggling phones, inbox, and live board simultaneously. Experience with
ticketing/scheduling tools
(Microsoft Dynamics/ConnectWise Manage preferred; other tools acceptable). Proficient with
Microsoft 365
(Outlook, Teams, Excel); typing speed
≥45 WPM . Schedule flexibility
to cover an 8-hour shift between
7:00am-7:00pm ET High school diploma or equivalent; background check required.
The Service Dispatcher ensures customer requests are acknowledged quickly and routed to the right technician at the right time. This role is administrative (no technical troubleshooting required) and focuses on queue monitoring, scheduling, communication, and SLA adherence across a managed IT service desk.
Role Tasks Monitor intake channels
(phone, shared inboxes, ticket queues) and create/validate tickets with accurate contact, site, category, and priority. Dispatch & schedule technicians
based on availability, skills, location, and SLA/priority; coordinate calendars and send confirmations. Acknowledge all requests
promptly, set expectations/ETAs, perform follow-ups, and handle reschedules. Prioritize work
(P1/P2 incidents, outages, VIPs) according to playbooks; escalate to the Service Desk Coordinator/Team Lead when thresholds are met. Maintain clean data : required ticket fields, time entries present, work types/board/status set correctly, correct client/site mapping. Track real-time status
of technicians (in call, onsite, remote, in transit), proactively re-balance assignments to protect SLAs. Coordinate logistics
for onsite dispatch (access instructions, point of contact, vendor RMAs, shipping/pickup, parts availability). Close tickets administratively
(confirmation of resolution, documentation present, customer follow-up sent, surveys triggered). Contribute to playbooks/SOPs ; suggest improvements to intake, triage, and dispatch workflows. Role Recommendations
1+ year in
dispatching, scheduling, call center, coordinator, or receptionist
roles (MSP/service desk experience is a plus but not required). Clear, professional
phone and written communication ; calm under pressure and customer-centric. Multi-tasking & prioritization
skills; comfortable juggling phones, inbox, and live board simultaneously. Experience with
ticketing/scheduling tools
(Microsoft Dynamics/ConnectWise Manage preferred; other tools acceptable). Proficient with
Microsoft 365
(Outlook, Teams, Excel); typing speed
≥45 WPM . Schedule flexibility
to cover an 8-hour shift between
7:00am-7:00pm ET High school diploma or equivalent; background check required.