Dispatch Supervisor

Sonora Quest Laboratories seeks a Dispatch Supervisor to lead our IT service dispatch team. In this role, you will oversee scheduling and routing of field and remote technicians, prioritize incoming support requests, and ensure timely resolution using our ticketing and dispatch systems. You'll analyze metrics, optimize workflows, and coordinate closely with software, infrastructure, and customer support teams. The ideal candidate brings strong technical aptitude, experience with dispatch or service desk operations, and proven leadership skills in a fast-paced, innovation-driven environment.

Responsibilities

• Supervise daily IT dispatch operations and technician scheduling
• Prioritize and assign tickets to field and remote technicians
• Monitor SLAs and dispatch KPIs, reporting performance trends
• Collaborate with software, infrastructure, and support teams to resolve complex issues
• Optimize routing, workload balancing, and shift coverage
• Coach, mentor, and evaluate dispatch team members
• Handle escalations and ensure timely communication with stakeholders
• Document and refine dispatch processes and standard operating procedures
• Support implementation of new tools and technologies for dispatch efficiency
• Partner with leadership to forecast resource needs and improve service quality

Required Skills

• Dispatch management
• IT service desk operations
• Workforce scheduling
• Ticketing systems (e.g., Service
• Now, Jira)
• Routing and logistics coordination
• KPI and performance reporting
• Team leadership and coaching
• Incident and escalation management
• Customer service
• Process improvement