Senior Lead Dispatch Coordinator (IT)

Company Profile:

Our client is an IT solutions provider focused on supporting multinational companies operating in the Philippines. With extensive experience working with hundreds of clients across the US, UK, Australia, and Europe, they specialize in simplifying the complexities of IT procurement in the region. They offer a comprehensive range of IT products and services designed to support and streamline their clients’ operations locally.

They are looking for a skilled, driven, and motivated Senior Lead Dispatch Coordinator who has the aptitude to learn and be able to work independently and contribute significantly to their growth. You will join the Philippines-based team supporting a fast-growing American IT services company. You will help deliver and coordinate international IT field services, with the opportunity to shape processes and build the team as it continues to expand.

Duties & Responsibilities:

Team Leadership & Management

• Manage incoming same day, next day, and scheduled 2+ day service requests from assignment through completion
• Coordinate field engineers, technicians, subcontractors, and service partners based on location, availability, technical skillset, customer requirements, and service level objectives
• Manage active dispatch queues, priorities, scheduling conflicts, technician confirmations, check ins, escalations, and completion status
• Review scopes of work and technical requirements to ensure the assigned engineer has the appropriate experience for the engagement
• Communicate directly with customers, engineers, partners, and internal operations teams regarding scheduling, project status, delays, technical requirements, and escalations
• Track required project deliverables including photos, documentation, serial numbers, test results, checklists, signoffs, and other customer required evidence of completion
• Support projects involving networking, wireless, data center, low voltage, end user computing, infrastructure refreshes, rack and stack, hardware replacements, and smart hands services
• Identify risks or potential service delivery issues early and escalate them appropriately
• Maintain accurate project notes, dispatch records, engineer information, timelines, and customer communications within internal systems.
• Assist with smaller ad hoc projects and multi-site deployments when additional project coordination support is required
• Help establish coordination processes, documentation standards, workflows, and best practices as the team grows
• Train and mentor new Project Coordinators and help maintain consistent service delivery standards across the team

Requirements

• At least 2-3 years' relevant experience in IT field service dispatch, technical service coordination, project coordination or a closely related role
• Excellent written and verbal English communication skills are essential. The successful candidate will communicate directly with US customers, engineers, and partners and must be able to write clear, professional, customer-facing communications
• Previous experience in IT project coordination, field service dispatch, technical service coordination, service desk operations, or IT professional services
• Strong understanding of scheduling, dispatch management, queue management, escalation management, and customer communication
• General technical understanding of networking, wireless, data center infrastructure, low voltage cabling, end user computing, and IT hardware
• Experience coordinating engineers, field technicians, subcontractors, or third-party service partners
• Ability to manage multiple active service requests and customer priorities simultaneously
• Strong organizational skills and attention to detail.
• Comfortable communicating directly with customers and technical engineers
• Ability to operate independently and make sound operational decisions
• Experience mentoring, training, or leading junior coordinators is strongly preferred

Advantageous Experience/Skills:

• Bachelor's degree in Information Technology, Computer Science, or related field preferred
• Experience working for an IT professional services company, managed service provider, field services organization, technology integrator, telecom provider, or technical dispatch organization are strongly preferred