Dispatch Programs Lead

Coordinate and manage the timely dispatch of resources, such as vehicles, teams, or equipment, to meet operational requirements and lead other dispatch staff. Self-perform and train others to open work orders, source and assign resources, and provide timely updates on service calls to meet the requirements presented by the customer. The ideal candidate should possess excellent communication skills, be able to handle high-pressure situations, and demonstrate a strong ability to prioritize tasks efficiently while leading the dispatch team.

Position will also require flexibility on regular work hours, as well as weekend and holiday work depending on business needs.

Other duties as assigned.

SHIFT INFO: The anticipated schedule for this position is Monday-Friday, 7:00 a.m.

-4:00 p.m. This role is currently structured as hybrid
, with on-site work generally required Tuesday, Wednesday, and Thursday
, and remote work typically available Monday and Friday
. Schedule, on-site requirements, and remote-work days may vary based on training, business needs, team coverage, meetings, or other operational requirements.
Flexibility to work on-site or adjust scheduled hours as needed is required.

KEY RESPONSIBILITIES AND DUTIES

• Essential Functions:
  • Leads Dispatch Staff in the delivery of dispatch services in accordance with the requirements established in the Program Statement of Work
  • Oversees tickets from creation to completion, verifying SLAs are met and deliverables are uploaded and checked for accuracy in accordance with prescribed KPI goals.
  • Builds and maintains contracted workforce and presence on the accompanying platform(s)
  • Creates tickets based around failure or product on ticketing software platform
  • Performs ticket fulfilment for both product and technical dispatch
  • Trains dispatch team to fulfill program requirements
  • Be able to anticipate risks, provide solutions to escalations and oversee day-to-day dispatch functions
  • Input, review and ensure data integrity for program reporting
  • Manage dispatchers to ensure coverage for PTO, employees out of office and holidays

• Efficiently dispatch vehicles, team members, or equipment based on operational needs and priorities utilizing an automated work order ticketing system
• Monitor and track the status and location of resources in real-time
• Ensure optimal utilization of available resources to meet service demands and stay in budget
• Track and communicate ticket and dispatcher trends to ensure proactive resolution of recurring issues

• Act as a central point of contact for field personnel and management
• Act as the first point of escalation for dispatch team
• Relay important information clearly and concisely to ensure effective communication between all parties
• Handle incoming calls, requests, and emergency situations with professionalism and urgency
• Provide real-time status on customer requests

• Develop and maintain daily schedules for personnel and equipment
• Adjust schedules in real‑time to respond to changing priorities, emergencies, or unforeseen circumstances

• Quickly assess and resolve issues related to resource allocation and deployment
• Collaborate with various departments to address challenges and streamline operations

• Maintain accurate records of dispatch activities, including time logs, incident reports, and resource availability
• Generate reports on key performance indicators and operational metrics
• Foster a positive and collaborative work environment within the dispatch team

• Ensure compliance with company policies, industry regulations, and safety standards
• Stay informed about relevant industry trends, technologies, and best practices
• Review tickets weekly to ensure dispatchers are meeting SLAs, KPIs, and professionalism requirements

• Strong communication skills, both verbal and written
• Ability to multitask, prioritize, and make quick decisions under pressure
• Proficient in using dispatch software and communication tools
• Knowledge of geographical areas and effective route planning
• Excellent problem-solving and critical-thinking skills