Dispatch Desk Operator – International Break‑Fix Services

About the role

We are looking for three highly organized Dispatch Desk Operators to manage a fast‑moving, international break‑fix services environment. You will be the central point of control for incoming service incidents, ensuring each request is routed correctly and resolved within strict SLA timelines.

Key responsibilities

• Monitor a live queue of break‑fix service tickets arriving via ServiceNow API integrations.
• Review ticket details (location, priority, site requirements) and determine the appropriate fulfillment path.
• Coordinate domestic dispatch activities and engage global partner networks for international support.
• Create and manage work orders for U.S. field technicians and track technician assignments, arrival times, and onsite activity.
• Maintain accurate documentation (service notes, photos, closeout details) and update customer‑facing systems.
• Support billing and service reconciliation workflows within Certinia.
• Act as the communication bridge between customers, field technicians, dispatch 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/partner coordination.
• Ability to manage multiple open service events simultaneously while meeting strict SLAs.
• Strong attention to detail and a sense of urgency balanced with professionalism.

Required skills

• ServiceNow
• Certinia (or similar enterprise service platform)
• Work order management systems
• API integrations for ticket flow

What we offer

• Dynamic, high‑velocity operational environment.
• Opportunities to work with international field teams and partners.
• Clear career progression within a global services organization.