Dispatch Manager

Role Objective: To be the first contact presenting, promoting and delivering the SureTech service promise to all SureTech customers. To internalize and build on the SureTech mission and Brand Experience by maximizing customer satisfaction with the delivery of SureTech services.



Highly developed empathy and emotional intelligence 

Ability to connect with and calm customers in stressful and confusing contexts for the customer

An indefatigable zeal and capacity to make customers happy (with the right tools)

Utilize SureTech ticketing and provisioning systems to flawlessly coordinate delivery of SureTech solutions

Extraordinary communication abilities

Excellent relationship and team building skills - Customer service fanatic

Be recognized as a valued and trusted business partner for SureTech customers by effectively communicating technical solutions and identifying areas for delivering value

Strong process and organization abilities

Extraordinary attention to detail

Excellent multitasking and critical thinking abilities

Balance competing priorities and customer expectations with unfaltering kindness and good humor

Self-starter with a passion for business technology systems and latest generation cloud solutions

Continually develop team and company processes to improve service quality, consistency and peace of mind both inside and outside SureTech

Task Details

SureTech is a growing IT start-up serving small to medium-sized businesses nationwide. We are looking for one Dispatch Manager. Position offers opportunity to work with a variety of businesses and cutting edge Citrix environments. Position has exposure to thousands of customers around the world and is centrally responsible for the deployment of the latest generation business IT solutions and services. 

Position Overview: 

  • Provide excellent customer service over the phone and in writing
  • Manage delivery of clear, consistent and, above all, reliable client communications throughout all our service and communications channels 
  • Oversee all technician schedules and coordinate 8 am to 6 pm regular office coverage
  • Enter data and log customer support tickets into ticket system 
  • Dispatch service calls based on priority and our service delivery standards with a relentless focus on optimizing positive client service experience
  • Work with the technical team to identify and remediate quality issues or reliability risks 
  • Coordinate client notifications with regards to scheduling, service calls, and status reports
  • Coordinate tech team meetings to review outstanding issues/projects/products and ensure good team collaboration 
  • Project Management as needed for implementations of larger customer projects 
  • Analyze and improve operations structure and workflow with an eye to improved documentation and standardization of processes
  • Support new and existing customer sales communications and upsales
  • Support and improve financial and service quality reporting processes


  • Terrific phone etiquette, interpersonal skills and customer relations ability 
  • Excellent writing and communication skills
  • Professional, organized, flexible, and stress resistant 
  • Detail-oriented, highly motivated, and strong organization skills 
  • Willingness and ability to learn new technical skills as needed and comfort with technology  
  • Project management and team leadership
  • Process creation and documentation
  • Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
  • Knowledge of AutoTask, Microsoft Project, Visio and MS Dynamics CRM a plus.

This position is full time. Some travel, night and weekend work.