Dispatch Desk Operator – International Break‑Fix Services

About the role

We are looking for three highly organized Dispatch Desk Operators to serve as the central hub for incoming break‑fix service incidents in a fast‑moving, international environment. You will manage tickets that flow from customers' ServiceNow platforms, determine the correct fulfillment path, and coordinate both domestic and global field resources while ensuring strict SLA compliance.

Key responsibilities

• Monitor and manage a live queue of break‑fix service requests, reviewing location, priority, and site requirements.
• Coordinate dispatch activities for U.S. field technicians and engage international partner networks for global support.
• Ensure next‑business‑day SLA commitments are met, track technician assignments, arrival times, and onsite activity.
• Collect and document field deliverables such as service notes, photos, and closeout details.
• Maintain accurate updates in ServiceNow, Certinia, and internal tracking platforms; support billing and service reconciliation workflows.
• Act as the primary communication bridge between customers, technicians, partners, and internal leadership.

Required profile

• Proven experience in dispatch coordination, service desk operations, or back‑office operational support.
• Hands‑on familiarity with work order management systems and vendor or international partner coordination.
• Exceptional organizational skills, attention to detail, and ability to work under strict SLAs.
• Strong communication confidence with technicians, vendors, and customers worldwide.

Required skills

• ServiceNow
• Certinia (or similar enterprise service platform)
• Work order management systems