Service Coordinator / IT Dispatcher (Remote)

About the Role

BoomTech is looking for a highly organized, energetic Service Coordinator/IT Dispatcher to serve as the traffic controller for our IT Support Desk.

This is not primarily a technical position. Your job is to make sure the right technician is working on the right issue at the right time, clients know what is happening, and nothing falls through the cracks.

You will manage incoming service requests, prioritize and dispatch tickets, coordinate technician schedules, monitor open work, and proactively communicate with clients. Success in this role requires someone who thrives in a fast-moving environment, enjoys working with people, and is exceptionally strong at organization and follow-through.

What You’ll Do

· Own the daily flow of incoming support tickets and service requests.

· Review, prioritize, categorize, and dispatch tickets to the appropriate technician.

· Manage technician schedules and workloads throughout the day.

· Continuously monitor the service queue and adjust priorities as conditions change.

· Make sure urgent and high-impact client issues receive immediate attention.

· Communicate proactively with clients regarding ticket status, scheduling, delays, and next steps.

· Set and manage client expectations from the time a request is received through completion.

· Follow up relentlessly on open tickets so nothing gets forgotten or stalled.

· Monitor ticket aging, response times, SLA commitments, and outstanding client issues.

· Escalate tickets or client concerns when appropriate.

· Ensure tickets contain accurate information, notes, status updates, and documentation.

· Coordinate onsite technician visits when required.

· Work closely with technicians and service leadership to maximize productivity and minimize downtime.

· Identify recurring service issues and communicate trends to the appropriate team.

· Help maintain an organized, efficient, client-focused Support Desk.

What We’re Looking For

You may be a great fit if you are:

· Extremely organized and naturally good at keeping track of many moving pieces.

· A strong multitasker who can change priorities quickly without losing control.

· Comfortable working in a fast-paced environment with phones, emails, tickets, technicians, and clients competing for attention.

· Confident and professional when communicating with clients.

· Persistent about follow-up and getting things completed.

· Comfortable holding others accountable for commitments and deadlines.

· Detail-oriented and accurate.

· Able to stay calm and make good decisions when priorities change.

· A strong team player who enjoys helping others succeed.

· Positive, energetic, dependable, and solution-oriented.

Experience & Qualifications

· 2+ years of experience in dispatching, service coordination, scheduling, customer service, or a similar operations role preferred.

· Experience working for an IT Managed Service Provider (MSP) is strongly preferred.

· Experience with a PSA, ticketing, or service management platform is preferred.

· Familiarity with Autotask systems is a plus.

· Strong written and verbal communication skills.

· Basic understanding of IT terminology; deep technical expertise is not required.

· Strong computer skills and ability to quickly learn new systems and processes.

How Success Will Be Measured

Success in this position means:

· Clients receive timely communication and know what to expect.

· New tickets are reviewed, prioritized, and assigned quickly.

· Technicians spend their time solving problems rather than figuring out what to work on next.

· Tickets do not sit idle or fall through the cracks.

· Service Level Agreement commitments are actively managed.

· The Support Desk maintains an organized and manageable queue.

· Client-impacting issues are identified and escalated early.

· The team consistently drives toward Today, Not Tomorrow whenever possible.

Why BoomTech?

At BoomTech, we believe great IT service requires more than great technicians. It requires strong processes, accountability, communication, and teamwork.

The Service Coordinator / IT Dispatcher plays a critical role in creating that experience. You will have direct visibility into our entire service operation and the opportunity to make a measurable impact on our clients and our team every day.

If you love organization, people, problem-solving, and making sure things get done, we’d like to hear from you.

Benefits:

• Paid vacation, holidays, personal and sick time, and training reimbursement.
• Competitive compensation package.

If you meet the qualifications and are interested in this position, we invite you to apply. We look forward to connecting with you for a brief phone screening. Thank you for considering a career with BoomTech!

Job Type: Full-time

Work Location: Remote

Job Type: Full-time

Pay: R30 000,00 per month

Education:

• Certificate (Required)

Experience:

• Level 2: 4 years (Required)

Work Location: Remote