We are a growing technology company providing IT field services, break/fix support, managed IT services, staffing solutions, project coordination, and technical support services to businesses across Canada and North America.
We support clients with onsite IT technicians, POS support, desktop and laptop support, network support, structured cabling, hardware replacement, dispatch services, and contract technical staffing.
We are looking for a responsible, organized, and detail-oriented IT Service Coordinator / Dispatcher & Account Management Coordinator to support our daily operations, technician dispatch, client communication, vendor coordination, and account management activities.
Position Summary
The ideal candidate will be responsible for coordinating IT service calls, assigning technicians, following up with clients, updating work orders, managing daily dispatch activities, and supporting account management tasks.
This position requires strong communication skills, good organizational ability, attention to detail, and the ability to work in a fast-paced IT service environment.
Key Responsibilities
Dispatch & Service Coordination
- Receive and review service requests, work orders, and client tickets.
- Assign qualified technicians to onsite IT service calls based on location, skill set, availability, and client requirements.
- Coordinate with technicians before, during, and after each job.
- Confirm technician ETA, site arrival, work progress, completion status, and checkout details.
- Ensure technicians understand the scope of work before going onsite.
- Collect job completion notes, photos, sign-off sheets, and required documents from technicians.
- Update clients and internal teams regarding job status, delays, escalations, and completion updates.
- Track open tickets and follow up regularly until closure.
- Escalate urgent issues to management or technical teams when required.
Account Management Support
- Maintain regular communication with existing clients.
- Support account managers with client follow-ups, service updates, and reporting.
- Help identify opportunities for additional services within existing client accounts.
- Maintain client records, contact details, rate cards, service history, and work order updates.
- Assist with preparing quotes, service summaries, reports, and client communication.
- Follow up with clients for approvals, purchase orders, missing information, and job confirmations.
- Support client onboarding and vendor setup documentation when required.
Technician & Vendor Coordination
- Maintain technician and vendor databases.
- Verify technician availability, skills, service areas, rates, and required tools.
- Coordinate onboarding of new technicians and vendors.
- Ensure technicians submit required paperwork, photos, timesheets, and job notes.
- Monitor technician performance, communication, punctuality, and service quality.
- Support recruitment or sourcing teams when additional technicians are required in specific locations.
Administrative & Reporting Duties
- Maintain accurate records of all work orders, dispatch activity, client updates, technician assignments, and job status.
- Prepare daily, weekly, and monthly reports for management.
- Track completed jobs, pending jobs, cancelled jobs, revisits, and escalations.
- Support invoice preparation by collecting job completion details, time logs, and approved rates.
- Ensure all service documentation is complete before job closure.
- Maintain CRM, dispatch software, spreadsheets, and internal tracking systems.
Required Skills and Qualifications
- Previous experience in IT dispatch, service coordination, account coordination, customer service, or operations support is preferred.
- Good understanding of IT field services, break/fix support, onsite technician dispatch, POS support, desktop support, networking, or staffing services is an asset.
- Strong communication skills by phone, email, and chat.
- Ability to coordinate with clients, technicians, vendors, and internal teams professionally.
- Strong follow-up skills and attention to detail.
- Ability to manage multiple service calls and priorities at the same time.
- Good problem-solving and escalation handling skills.
- Comfortable working in a fast-paced environment.
- Strong knowledge of Microsoft Excel, Google Sheets, Outlook, Gmail, CRM tools, and dispatch tracking systems.
- Ability to work independently and meet daily deadlines.
Preferred Experience
- Experience working with MSPs, IT service companies, staffing companies, or field service organizations.
- Experience handling work orders, tickets, dispatch boards, technician scheduling, or client service requests.
- Knowledge of IT hardware, POS systems, networking equipment, cabling, printers, laptops, desktops, and onsite support services.
- Experience preparing daily dispatch reports, client updates, and job completion summaries.
Ideal Candidate Profile
We are looking for someone who is proactive, responsible, and organized. The candidate should be comfortable speaking with clients and technicians, following up on open tickets, managing daily dispatch work, and supporting account management activities.
The ideal person should be able to take ownership of work orders, communicate clearly, and make sure every job is completed properly with required documentation.
Compensation
- Competitive salary based on experience.
- Performance-based growth opportunity.
- Long-term career development into Account Manager, Operations Coordinator, Service Delivery Manager, or Dispatch Manager roles.
What We Offer
- Opportunity to work with a growing IT services and technology company.
- Training and support from the operations and management team.
- Exposure to IT field services, staffing, break/fix support, and account management.
- Career growth opportunity within the company.
- Professional work environment with long-term growth potential.
How to Apply
Pay: $20.00-$25.00 per hour
Benefits:
- Casual dress
- Commuter benefits
- Flexible schedule
- Profit sharing
Experience:
- IT Services: 2 years (required)
Work Location: In person
