What are the responsibilities and job description for the Triage & Dispatch Coordinator (SLA,ConnectWise Manage/PSA IT/Telecom) position at NextGen | GTA: A Kelly Telecom Company?
Triage & Dispatch Coordinator
Location: Greensboro, NC
Job Type: Full-Time
Industry: IT / Telecom / Field Services
Work Arrangement: Onsite
Job Summary
We are looking for a Triage & Dispatch Coordinator to serve as the operational hub between customers, field technicians, technical support teams, and IT engineers.
This role is responsible for ticket triage, SLA management, technician dispatch, scheduling, customer communication, and service coordination in a fast-paced, high-volume environment.
Key Responsibilities
Ticket Triage & SLA Management
- Monitor and manage incoming service tickets through ConnectWise Manage/PSA.
- Review, categorize, prioritize, and assign tickets based on urgency, technical requirements, and SLA.
- Ensure tickets contain accurate information before assignment.
- Monitor ticket aging, response times, and SLA compliance.
- Escalate tickets proactively before SLA breaches occur.
- Maintain accurate ticket notes, status updates, and resolution documentation.
Field Technician Dispatch
- Schedule and dispatch field technicians based on issue type, urgency, location, availability, and skill set.
- Coordinate work orders, site visits, technician schedules, and geographic coverage.
- Use dispatch boards to monitor technician availability and assignments.
- Track outstanding work and follow up on incomplete or delayed assignments.
- Coordinate reassignment when schedules or priorities change.
Customer & Internal Communication
- Serve as a primary point of contact for customers regarding service requests.
- Provide timely updates on ticket status, scheduling, delays, and escalations.
- Coordinate closely with field technicians, IT engineers, technical support, and management.
- Help de-escalate customer concerns and ensure issues are routed to the appropriate team.
Reporting & Administration
- Maintain accurate dispatch and service records.
- Track ticket volume, response times, SLA performance, and technician productivity.
- Support operational reporting through ConnectWise, BrightGauge, Excel, or similar tools.
- Identify recurring issues, resource constraints, and service trends.
Required Qualifications
- 2–4 years of experience in IT/telecom dispatch, service coordination, technical support operations, or customer service.
- Hands-on experience with ConnectWise Manage/PSA or a comparable PSA/ticketing platform.
- Experience with ticket triage, prioritization, SLA tracking, and escalation.
- Experience scheduling or dispatching field technicians.
- Strong customer service and communication skills.
- Ability to manage multiple priorities in a high-volume environment.
- Strong organizational skills and attention to detail.
- High school diploma or GED required.
Preferred Qualifications
- Experience in telecommunications, MSP, IT service desk, or field services.
- Experience with BrightGauge or similar operational reporting tools.
- Experience with ServiceNow, Autotask, Zendesk, Jira Service Management, or similar platforms.
- Basic understanding of IT service desk and telecom field-support processes.
- Associate degree or equivalent experience.
Technical Skills
- ConnectWise Manage / PSA
- Ticketing & Service Desk Workflows
- Service & Dispatch Boards
- SLA Management
- Technician Scheduling
- Work Order Management
- Microsoft Outlook, Excel, Word & Teams
- Reporting & Dashboards