IT Dispatch Manager

3 days ago

London, Canada Integrated Digital Solutions Full time

**Dispatch Manager**

**Position Overview**:
**Key Responsibilities**:

- Dispatch and Service Management_
- Serve as the primary point of contact for customer and technician support, ensuring timely and effective communication.
- Review and close service tickets, ensuring all necessary details, including products and work performed, are accurately documented and entered.
- Schedule and update all service tickets to reflect current status, ensuring smooth operations.
- Regularly check the status of open tickets and provide updates as necessary.
- Triage and escalate Level 2, 3, and 4 tickets to specialized IT professionals.
- Take ownership of Level 1 tickets and alerts, providing first-line troubleshooting support as required.
- Sales and Supply Management_
- Procure supplies and equipment for service tickets, following approval processes and ensuring timely availability.
- Liaise with vendors to ensure the efficient procurement of materials and services.
- Maintain and manage inventory SKUs, ensuring accurate records of stock.
- Provide procurement information to the sales team to assist in the scheduling and management of customer projects.
- Support Account Managers and the Operations Manager in coordinating client needs and internal operations.
- Shipping and Receiving Management_
- Create purchase orders (POs), compare supplier pricing, and finalize orders based on project needs.
- Oversee the incoming inventory and ticket-specific materials, ensuring that all items are received in good condition.
- Prepare and manage outgoing orders to clients, ensuring that all orders are processed and shipped according to client requirements.
- Conduct regular inventory checks (monthly, quarterly, annually) to ensure proper stock levels and accuracy.
- Manage Return Merchandise Authorization (RMA) requests as needed.
- Administrative Support_
- Answer and direct incoming calls, providing excellent customer service and promptly addressing inquiries.
- Update existing client accounts and establish new accounts as needed to maintain accurate records and up-to-date client profiles.

**Physical Requirements**:

- Occasional lifting of supplies and materials may be required, depending on the needs of the role.

**Experience and Qualifications**:

- Minimum of 3-5 years of relevant experience in dispatching or service coordination within the technology industry.
- High school diploma or college certificate in a related field.
- Proven experience working in a fast-paced, customer-focused environment.

**Additional Requirements**:

- Valid driver’s license in good standing, with reliable transportation to the office.
- Ability to work in an office-based environment.
- Availability to work Monday through Friday.

**Compensation and Benefits**:

- Competitive salary, commensurate with experience and qualifications.
- Paid sick time and earned vacation time.

Pay: $40,000.00-$60,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Vision care

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday
- On call

Ability to commute/relocate:

- London, ON N6N 1N7: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Dispatch (IT/MSP): 5 years (required)
- IT support: 5 years (required)

**Language**:

- English (required)

Work Location: In person

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