National Operations Center Lead Dispatcher

Job Title National Operations Center Lead Dispatcher

The National Operations Center (NOC) Lead / Dispatcher is responsible for managing the end to end intake, triage, coordination, and closure of reactive and preventative maintenance work orders for a dedicated, high volume client portfolio. This role operates within a centralized, virtual operations center environment and serves as the primary coordination hub between the client, service vendors, and internal technical teams.

The NOC Lead / Dispatcher ensures work orders are actioned quickly, accurately, and in strict accordance with complex service level agreements (SLAs). This position requires constant communication, real time decision making, and strong ownership of work order outcomes—from initial request through completion and client confirmation. This role is highly collaborative, fast paced, and operationally critical, balancing customer communication, vendor dispatching, financial awareness, and SLA compliance.

Pay: $24.04/hr

• Receive and process incoming reactive and preventative maintenance requests through client technology platforms and integrated CMMS systems
• Accurately assess priority, scope, and urgency of work orders based on client requirements and SLAs
• Determine appropriate dispatch path (vendor partner vs internal technician) and initiate service execution
• Maintain precise documentation and work order status updates throughout the lifecycle

• Utilize the VOIP system and other communication tools to dispatch, coordinate, and follow up with service vendors while consistently monitoring the client dispatch board to ensure timely updates and resolution.
• Confirm vendor receipt of work orders, service acceptance, and estimated time of arrival (ETA)
• Coordinate with one or multiple vendors as needed to ensure coverage, escalation, or specialty support
• Actively monitor vendor responsiveness and hold vendors accountable to SLA requirements, escalating delays or service risks as needed.

• Provide proactive, frequent status updates to the client regarding work order progress, ETAs, delays, and completion
• Communicate clearly and professionally regarding service expectations, changes, and resolutions
• Ensure all client communications align with contractual service standards and operational protocols

• Review and validate subcontractor quotes to ensure pricing is accurate, reasonable, and aligned with the approved cost of service and contract terms prior to client submission for approval
• Communicate pricing details and service options to the client as required
• Support approval workflows and document financial authorizations within systems
• Partner with supervisors on exception handling or cost escalations

• Execute all work orders in accordance with defined SLAs, KPIs, and priority thresholds
• Track response times, acknowledgment, dispatch speed, and closure timelines
• Identify SLA risks early and elevate appropriately to leadership
• Support reporting and performance reviews related to service delivery metrics

• Coordinate closely with internal technical teams to determine availability and assignment of self‑perform technicians
• Partner with Vendor Administration, Operations, and Quality teams to resolve service issues
• Escalate recurring issues, vendor performance concerns, or system gaps to leadership

• Ensure all work orders are closed with complete, accurate documentation within client SLA.
• Validate service completion details, notes, and timestamps
• Support audits, quality reviews, and continuous improvement initiatives

• 3+ years of experience in dispatch, operations coordination, contact center operations, or service management environments
• Experience managing high‑volume work orders in a fast‑paced, SLA‑driven environment
• Strong verbal and written communication skills
• Comfort operating within a phone‑intensive role using VOIP systems (8x8 or similar
• Ability to manage multiple…