Daily Responsibilities: Ticket Triage: Receive and review incoming IT service requests to ensure they are ready to be worked on by an engineer, which includes setting the title, description, ticket type, impact, urgency, priority, and verifying agreement coverage. Separate individual requests into individual tickets and verify the correct company and contact. Determine the work type, select the issue and sub-issue type, validate estimated hours, and attach configuration details. Decide on the classification of tickets as ad-hoc or contract, ensuring proper notes and approvals are documented within the internal analysis for time and materials (T&M) work. Dispatch Coordination: Assess the tier level required for each ticket and choose an engineer based on the Service Level Agreement (SLA). Request time estimates from engineers via text, instant message, email, or phone and assign tickets accordingly. Update the client with an Estimated Time of Arrival (ETA) for when the engineer will work on the issue. Engage in the QuickFix sub-process by assigning Tier Level 1 or 2 engineers to monitor and address quick-fix tickets before they enter the standard priority scheduling process. Determine the emergency level of issues and apply the appropriate SLA, notifying management, account managers, and primary engineers as necessary. Review the engineer schedule in real-time to facilitate immediate escalations within the SLA constraints and ensure the necessary skills are available. Collaboration and Communication: Participate in daily standup huddle meetings to align on priorities. Maintain close collaboration with management to make execution decisions on resource allocation for ticket resolution. Consistently update the management team, account managers, and primary engineers on the status of ticket dispatch and resolution. Role Requirements: Strong scheduling and organizational abilities for effective workload and resource management. Proficient in analytical skills to evaluate ticket patterns and service trends for continuous process improvement. Excellent communication capabilities for coordinating with clients, management, and technical teams. Adept in using IT Service Management (ITSM) tools with a proven track record in technical and administrative aspects of IT service delivery. Committed to continuous professional development and enhancing service management processes. A foundational understanding of IT service management principles and technical terminology. Experience in a similar coordination or administrative role within an IT service delivery environment is preferred. Relevant ITIL certifications or equivalent, demonstrating knowledge in IT service best practices. A diploma or degree in Information Technology, Business Administration, or a closely related field, providing the necessary academic foundation for this role. Show more Show less