Job Description

Your Mission:
To be the heartbeat of our Service Delivery engine — the one who ensures our techs are sharp, scheduled, and sent out equipped with everything they need to crush the day. Your job is to protect SLA commitments, organize chaos into clean schedules, and ensure our clients feel like they’re the only client that matters.

About Us:
We’re Deeptree Inc. , a growing Managed IT and Cybersecurity firm proudly headquartered in Wasilla, Alaska . We serve our clients with precision, passion, and a relentless drive for improvement. We believe that exceptional customer service is an art — and our team? We're the blacksmiths behind the scenes forging trusted, lasting partnerships.

This role isn’t just about taking calls. It’s about being the central command that keeps our techs operating efficiently and our clients thrilled with the results. You will own the dispatch board , shield the technicians’ time , and ensure nothing gets lost in the ether.

Key Responsibilities:

Command and Control:

• Own our ticketing/PSA system like it’s your tactical map. Nothing slips by you.
• Schedule and dispatch tickets to ensure technician efficiency, SLA compliance, and customer satisfaction.
• Serve as the first line of communication for all inbound service requests via phone, email, and portal.

Client Success Operations:

• Ensure every technician heads into battle (ahem, site visits) with all the info they need .
• Monitor ticket queues , escalate issues early, and keep things moving like clockwork.
• Be the client liaison — keep them informed, updated, and confident that we’re on it.

Metrics, Reporting & Accountability:

• Help track and improve on KPIs like CSAT, ticket aging, SLA breaches , and team utilization.
• Report trends and suggest process improvements to leadership.
• Collaborate closely with the Service Manager to continually optimize delivery.

What You Bring to the Team:

• 3+ years in customer service , dispatching , or team coordination (bonus if in IT).
• Comfortable juggling multiple requests, personalities, and deadlines — you thrive in the chaos .
• Experience with a ticketing system / PSA tool (we use Autotask, but any will do).
• Strong communication skills — you speak both Human and Geek fluently.
• High emotional intelligence. You read people and anticipate needs.
• A passion for process, improvement, and supporting a team.

Bonus Points (Nice to Have):

• Prior experience in an MSP or IT service environment.
• Familiarity with Microsoft 365 , remote tools, and helpdesk procedures.
• Certifications like ITIL, ITSM, CompTIA, or Helpdesk Habits.
• Experience with service scheduling , SLA management , or project coordination.

Why Deeptree?

• Flexible PTO
• Employee discounts + referral program
• Free access to training & professional development
• Clear growth path to Service Delivery Manager
• Culture of teamwork , ownership , and light-hearted banter
• Your input actually shapes the company’s operations
• No corporate sludge, just real people doing great work

This Role Is Ideal for Someone Who:

• Loves working with people and solving puzzles.
• Wants ownership over their role and a clear path to grow.
• Is passionate about client success and team support.
• Prefers structure and accountability, but thrives in a fast-moving environment.

Summary

• Job Type: Full-Time (On-Site Only)
• Schedule: 8-hour shift
• Pay: $17.00 – $22.00/hour (DOE)
• Education: High School or Equivalent (Preferred)
• License: Driver’s License (Preferred)

Ready to Join the Team?
If you’ve read this far and felt your fingers twitch to start organizing chaos — apply now . Help us forge the next chapter of excellence in client service. And if you’re still unsure? Apply anyway. Sometimes the right people don’t realize it until they’re in the chair.

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