Real-Time Service Desk Dispatcher / SLA Compliance Coordinator at Simple C2 IT

Looking for Talented Individuals to Join Our Team! 

Work with the Latest Technologies and Enjoy a Competitive Salary! 

We have a job opening in Nicosia office, providing remote support to clients, primarily in the United States (mainly in New York). 

 Available Shifts: 

Monday through Friday. 

3:00 PM to 11:30 PM (30-minute lunch). 

Real-Time Service Desk Dispatcher / SLA Compliance Coordinator

Role Summary:

The Real-Time Service Desk Dispatcher is responsible for live monitoring of ticket queues and phone activity to ensure efficient technician performance, SLA compliance, and timely escalations. Acting as a “traffic controller.” This role ensures workload balance, proper ticket categorization, and serves as a communication bridge between technicians and leadership.

Core Responsibilities of a Real-Time Service Desk Dispatcher:

• Monitor dashboards for aging tickets, long call durations, and SLA thresholds.

• Reassign tickets to balance workloads and prevent SLA breaches.

• Promptly escalate tickets to Service Desk or Escalations when thresholds are met.

• Redistribute workload based on live activity and technician availability.

• Ping technicians who are stuck on tickets or calls beyond acceptable timeframes.

• Provide real-time updates to leadership on queue health and technician performance.

• Act as a communication hub between techs, leads, and managers.

• Ensure ticket priorities and categories are accurate and aligned with SOPs.

• Collaborate with QA and Dispatch to maintain ticket quality, accuracy, and completeness of ticket data throughout its lifecycle and proper categorization.

• Support daily operations by identifying bottlenecks and recommending improvements.

• Watch patterns in ticket types, call durations, or tech performance that may indicate training or process gaps.

Required Skills & Experience:

• Experience in a Service Desk or Helpdesk environment.

• Familiarity with ConnectWise Manage or similar ticketing systems.

• Strong understanding of SLA metrics and ITIL ticket categorization.

• Excellent communication and multitasking skills.

• Ability to make quick decisions under pressure.

• Comfortable working in a fast-paced, real-time operations setting.

Job Tags: MS Office, Κύπρος, Λευκωσία