IT Field Service Project Manager/Dispatch - Long term monthly role -- 2
Budget: $750 – $800 CAD
We're looking for an IT Service Dispatch Coordinator/Project Manager to join our team. Your working hours will be during a combination of central European Time (CET )and North American time from 9am- 5pm. Although you are required to do a quick debriefing call daily with the NA team at 6am CET time.
Some of the task you'll be responsible for are:
• Manage customers, work order tickets and projects
• Work with management to put in place sound internal project and procedures for Project Management and Resource Management
• Acknowledged customers’ requests and assign it to the allocated technician/ engineer in charge of the case
• Constantly updated the tickets until their closure
• Serve as Scila's technical team lead when technical help is required by our onsite techs and the customer
• Escalate the case to the appropriate team in case of issues
• Run ticket reports on a daily, weekly and monthly basis for the customers and the upper management team
• Manage engineers, team leads, tech support team and project coordinators remotely
• Act as technical team lead on more technical tasks and projects
• Manage project transition
• Provided training to new employees
• Recruit direct employees and third-party companies
• Created SLA reports to be presented to the customers and to the upper management team
• Performed financial negotiations with customers and third-party companies
• Managed resource sharing
• Work with the Scila team to constantly grow our network of independent IT engineers around the world (Through LinkedIn and other avenues!)
Some of the task you'll be responsible for are:
• Manage customers, work order tickets and projects
• Work with management to put in place sound internal project and procedures for Project Management and Resource Management
• Acknowledged customers’ requests and assign it to the allocated technician/ engineer in charge of the case
• Constantly updated the tickets until their closure
• Serve as Scila's technical team lead when technical help is required by our onsite techs and the customer
• Escalate the case to the appropriate team in case of issues
• Run ticket reports on a daily, weekly and monthly basis for the customers and the upper management team
• Manage engineers, team leads, tech support team and project coordinators remotely
• Act as technical team lead on more technical tasks and projects
• Manage project transition
• Provided training to new employees
• Recruit direct employees and third-party companies
• Created SLA reports to be presented to the customers and to the upper management team
• Performed financial negotiations with customers and third-party companies
• Managed resource sharing
• Work with the Scila team to constantly grow our network of independent IT engineers around the world (Through LinkedIn and other avenues!)