IT Dispatch & Ticket Quality Coordinator

About the role

We are seeking a detail‑oriented Dispatch & Ticket Quality Coordinator to become the operational backbone of our service delivery team. You will own technician scheduling, manage the full lifecycle of support tickets, and ensure accurate documentation and closure of every ticket.

Key responsibilities

• Coordinate and maintain on‑site technician schedules across all active client sites.
• Assign dispatch tasks based on availability, skill set, location and client priority.
• Review open tickets daily, identify stale or misassigned tickets, and determine appropriate actions.
• Contact technicians to capture clear resolution summaries and ensure time is logged before ticket closure.
• Verify incoming tickets are assigned to the correct client account in Atera and correct any mismatches.
• Serve as the liaison between technicians and senior management, communicating schedule changes and ticket status.
• Monitor patterns of recurring issues and flag them for further investigation.

Required profile

• Strong attention to detail and organizational skills.
• Ability to read and interpret technical support tickets without needing to resolve the issue.
• Proactive follow‑up mindset; you own the ticket until it is properly closed.
• Clear and professional communication via email, Teams and phone.

Required skills

• Atera ticketing system
• Microsoft Teams

What we offer

• Opportunity to work in a fast‑paced IT operations environment.
• Direct impact on service quality and client satisfaction.