Service Dispatch Coordinator

About CyberSheath

CyberSheath Services International LLC is a rapidly growing Security and IT Managed Services Provider primarily focused on providing Cybersecurity services to the Defense Industrial Base (DIB). We are excited to be expanding our staff due to our growth and are looking to add an additional Service Dispatch Coordinator to our team!

CyberSheath integrates compliance and threat mitigation efforts and eliminates redundant security practices that don’t improve and, in fact, may weaken an organization’s security posture. Our professionals tell clients where to stop spending, where to invest, and how to take what they are already doing and integrate it in a way that delivers improved security.

Successful candidates for CyberSheath are self-motivated, think out of the box, work, and solve issues independently. Additionally, our most successful people are self-starters and willing to put on many hats in order to succeed. CyberSheath is fast-growing and seeks candidates who want to be part of our upward trajectory.

Job Overview

The Service Dispatch Coordinator is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests and dispatching them to the appropriate resource.

Essential Responsibilities (include but are not limited to):

• 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
• When applicable, support end-users in same-call resolution activities (e.g. password resets)
• Additional duties as assigned.

Required Experience & Skills

• 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

Work Environment

• CyberSheath is a fully Remote work environment
• Work hours are Monday - Friday 8:00 AM - 5:00 PM Pacific (11:00 AM - 8:00 PM Eastern)