About the Role
We are seeking a highly organized and proactive SLA Compliance & Dispatch Coordinator to serve as the operational command center for our support environment.
This hybrid role combines service desk dispatching, SLA management, workload coordination, and operational analytics. The successful candidate will continuously monitor ticket queues, assign work to technicians, prevent SLA breaches, manage aging tickets, coordinate escalations, and provide real-time visibility into service desk performance.
This is not a passive desk role. The ideal candidate thrives in a fast-paced environment, enjoys solving workflow challenges, and takes ownership of keeping operations running smoothly.
What You'll Do
Ticket Dispatch & Queue Management
• Assign incoming tickets to the appropriate technician or team.
• Balance workloads across engineers and support teams.
• Monitor unassigned ticket queues.
• Ensure P1 and P2 incidents are immediately routed and addressed.
• Coordinate ticket ownership and escalations.
Real-Time Operations Monitoring
• Monitor ticket aging and SLA compliance.
• Identify tickets at risk of missing response or resolution targets.
• Escalate stalled tickets.
• Track technician activity and queue health.
• Reduce backlog through proactive intervention.
Operational Analytics
• Analyze ticket trends and bottlenecks.
• Produce daily queue health reports.
• Track SLA performance metrics.
• Identify recurring operational issues requiring management attention.
Quality Assurance Support
• Ensure proper ticket categorization and prioritization.
• Review ticket documentation quality.
• Partner with QA on process improvement initiatives.
• Promote ITIL-aligned service management practices.
Qualifications
Required
• 5+ years in Service Desk, NOC, Dispatch, Workforce Management, or Service Operations.
• Experience with ticketing systems such as Cherwell, ServiceNow, ConnectWise, or similar.
• Strong understanding of SLA-driven environments.
• Excellent communication and organizational skills.
• Ability to multitask and make decisions under pressure.
• Proficiency with Excel and reporting tools.
Preferred
• Healthcare IT experience.
• ITIL Foundation Certification.
• MSP experience.
• Workforce management or real-time monitoring experience.
• Dashboard and reporting expertise.
Interested candidates are kindly requested to send their CV to the HR Manager at cgavriel@simplec2it.com.
