We are seeking a motivated Service Dispatcher & Project Coordinator to play a key role in the daily coordination of our service and project teams. You will be responsible for dispatching and prioritizing service tickets, monitoring service levels, coordinating resources and schedules, tracking project progress, and ensuring clients remain informed throughout service and project engagements. This position is ideal for someone who excels at organization, problem-solving, and communication, and who enjoys helping teams operate efficiently without being directly responsible for technical ticket resolution.

KEY RESPONSIBILITIES

Service Dispatch & Coordination

- Monitor, prioritize, and dispatch incoming service requests based on urgency, SLA, and technician availability.
- Coordinate technician workloads, schedules, onsite visits, and client appointments.
- Monitor ticket progress, aging, and SLA risks, and escalate issues when required.
- Maintain accurate ticket information, documentation, and client updates.
- Identify requests requiring project work, quotations, or specialized resources and route them appropriately.

Project Coordination

- Coordinate client and internal IT projects from planning through completion.
- Maintain project schedules, tasks, milestones, documentation, and action items.
- Coordinate technicians, clients, vendors, equipment, and other project requirements.
- Track project progress, follow up on outstanding tasks, and escalate delays or risks.
- Support project handoff, implementation scheduling, and project closeout.

Client & Operational Support





- Serve as a key point of contact for service and project coordination and provide explicit, timely updates.
- Support SLA compliance, service desk processes, documentation, reporting, and continuous improvement.
- Participate in team meetings, service reviews, and the company's on-call rotation as scheduled.
- Perform other duties and responsibilities as assigned by the direct manager.

TECHNICAL KNOWLEDGE & TRIAGE

Sufficient technical knowledge is required to understand, categorize, prioritize, and route service requests, perform basic information gathering, recognize common Microsoft 365, Windows, networking, endpoint, and cybersecurity issues, and escalate appropriately.

QUALIFICATIONS | Required

- 2-3 years of experience in service coordination, service desk operations, dispatching, project coordination, or an MSP environment.
- Strong organizational, scheduling, time-management, and follow-up skills.
- Ability to coordinate multiple technicians, service requests, projects, and priorities simultaneously.
- Excellent written and verbal communication with strong customer service skills.
- Experience using ticketing, PSA, project management, or service management systems.




- General understanding of Microsoft 365, IT infrastructure, networking, cybersecurity, and end-user technology.
- Strong attention to detail and ability to work independently while coordinating with technical teams and management.

QUALIFICATIONS | Preferred

- Experience working for a Managed Service Provider (MSP) or cybersecurity services company.
- Experience with IT project coordination, technician scheduling, or onsite appointment coordination.
- Project coordination or IT service management certifications are an asset.

PERFORMANCE EXPECTATIONS

- Timely and accurate review, prioritization, and assignment of incoming service requests.
- Effective technician scheduling, workload coordination, SLA monitoring, and escalation.
- Clear, professional, and proactive communication with clients and internal teams.
- Accurate project scheduling, tracking, documentation, and follow-up on outstanding items.
- Service requests and projects progress without unnecessary administrative delays.

Pay: $27.00-$28.00 per hour

Benefits

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Vision care

Application question(s):
- Do you have a valid BC Drivers License?
- Where are you currently living and located?
- What makes you a standout candidate?
- Can you reliably and work full time from our office in Abbotsford, BC?
- Did you answer every question above? All questions must be answered for your application to be evaluated.

Work Location: In person

📌 Service & Project Coordinator (Abbotsford)
🏢 Stratum Systems
📍 Abbotsford