Dispatch Manager – Technical Operations

Dispatch Manager – Technical Operations
Location: Remote | Full-Time
Company: Lockbaud

- About the Role -
Are you highly organized and enjoy keeping things running smoothly? Do you have a knack for triaging issues, managing priorities, and ensuring customers get the help they need quickly?

Lockbaud is looking for a Dispatch Manager to be at the forefront of customer interactions on the technical operations side of our business. This role is critical in ensuring that incoming issues are handled efficiently, assigned properly, and followed through to resolution.

While this position is not heavily technical, you’ll be the first line of communication for customers, so strong organizational skills, quick decision-making, and a personable nature are essential.

We believe in Growth, Gritty, and Group—meaning we value people who:
[x] Are hungry to learn and improve (Growth)
[x] Have the determination to push through challenges (Gritty)
[x] Love building strong relationships and connections (Group)

Key Responsibilities
- Answer and manage incoming calls and tickets – Be the first point of contact for customers needing assistance.
- Triage and prioritize issues – Assess urgency and assign tickets to the appropriate technician based on workload and severity.
- Maintain clear communication with customers – Provide updates on ticket status, set expectations, and ensure an extraordinary experience.
- Coordinate technician schedules – Assign work based on skill sets and availability to maximize efficiency.
- Solve light technical issues when possible – Assist with simple password resets and the like before escalating to technical staff.
- Improve workflow processes – Look for ways to optimize dispatch operations for better efficiency.

- Who You Are -
This role is all about balance—you need to be personable yet process-driven, friendly yet efficient, and organized yet adaptable.

- Highly Organized – You can juggle multiple priorities and keep things from falling through the cracks.
- Personable and Professional – You enjoy talking to people and can keep calm under pressure.
- Quick Thinker – You make smart, real-time decisions on issue priority and next steps.
- Tech-Savvy – While deep technical expertise isn’t required, you should be comfortable with IT concepts and willing to learn.
- Customer-Focused – You care about providing an excellent experience and keeping customers informed.
- Detail-Oriented – You document everything properly to ensure smooth follow-ups and resolutions.

- Job Requirements -
- Experience in a customer service, dispatcher, or coordinator role (IT support experience is a plus but not required).
- Excellent communication skills – Ability to convey information clearly via phone, email, and ticketing systems.
- Familiarity with IT environments – While this isn’t a technical role, comfort with basic troubleshooting and IT ticketing systems is a plus.
- Ability to work U.S. business hours (CST time zone).

- Why Join Lockbaud? -
At Lockbaud, we’re more than just a technology company—we’re a team that values efficiency, great communication, and a commitment to excellence. As Dispatch Manager, you’ll play a pivotal role in keeping our operations running smoothly and ensuring customers are taken care of.

If you’re organized, personable, and ready to be a critical part of a growing company, we’d love to hear from you.

- How to Apply -
1 - Include "ExcitedToStart!" at the beginning of your application so we know you read everything.
2 - Show us why you’re the right fit—not just with your resume, but with your grit, creativity, and ability to get the job done.
3 - Include a voice recording so we can get an idea of your phone rapport.

Apply now and help us deliver exceptional service, one ticket at a time.