What are the responsibilities and job description for the Service Dispatcher position at Symmetric IT Group?
JJob Summary We are seeking a dedicated and detail-oriented Dispatcher to join our Managed Services Provider (MSP) team. The ideal candidate will play a crucial role in managing technician schedules, triaging and dispatching service tickets, and coordinating client appointments to ensure timely service delivery. This position requires strong communication and organizational skills, as well as the ability to handle shifting priorities in a fast-paced environment.
Responsibilities
- Receive, assess, and prioritize incoming service requests via phone, email, and ticketing system.
- Assign tickets based on technician availability, skill set, and priority level.
- Continuously monitor ticket progress, reassigning as needed to maintain service level agreements (SLAs).
- Quickly escalate critical or high-impact issues to the appropriate personnel.
- Manage and adjust technician schedules dynamically to meet client needs and urgent requests.
- Balance workloads efficiently to optimize resource utilization.
- Coordinate with technicians to confirm job details and expected resolution times.
- Reschedule or reassign appointments as necessary due to changes in priority.
- Serve as the first point of contact for clients, answering calls professionally and logging service requests accurately.
- Provide clients with estimated response and resolution times, ensuring proactive updates.
- Maintain a high level of professionalism and empathy, especially during urgent or escalated issues.
- Follow up with clients after service completion to ensure satisfaction.
- Track technician performance, response times, and adherence to scheduled appointments.
- Ensure technicians log time entries and document troubleshooting steps in tickets.
- Identify workflow inefficiencies and recommend improvements to service dispatching.
- Maintain clear and accurate records of ticket assignments and progress.
Experience
- Previous experience in a dispatch or scheduling role is preferred.
- Backgrounds in HVAC dispatching, truck dispatching, home services, construction scheduling, or other field service industries are highly valued.
- Experience managing technician schedules in a high-paced environment.
- Familiarity with dispatching or scheduling tools is a plus.
- Excellent phone and communication skills—ability to remain professional and calm under pressure.
- Strong multitasking skills with the ability to prioritize urgent tasks.
- Ability to manage shifting schedules, unexpected changes, and last-minute requests efficiently.
- Detail-oriented with strong documentation and follow-up habits.
- Ability to think quickly and make real-time adjustments to schedules and dispatching.
- Strong sense of urgency while maintaining accuracy and attention to detail.
- Ability to work both independently and collaboratively within a team.
Preferred Qualifications
- Experience in HVAC, trucking, construction, home services, or field technician scheduling.
- Previous experience in a fast-paced customer service or dispatching role.
- Familiarity with IT ticketing or dispatching software like ConnectWise, Autotask, or ServiceNow (a plus but not required).
- Experience with managing SLAs and technician performance tracking.
Join our team as a Dispatcher where your skills will contribute significantly to our operational success!
Job Type: Full-time
Pay: $21.75 - $26.50 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Commute:
- Tampa, FL 33626 (Required)
Ability to Relocate:
- Tampa, FL 33626: Relocate before starting work (Required)
Work Location: In person
Salary : $22 - $27