Dispatch & Technical Support Manager

Job Summary

Dispatch & Technical Support Manager

Magnus HRS

$90,000 - $95,000 + 10% bonus

Full-time

In-Office | Kleinburg, ON, Canada

ABOUT THE ROLE

The Dispatch Manager owns the operational performance of the field-service value stream — the end-to-end flow from a customer request landing, through technical triage, scheduling and dispatch, on-site resolution, and close-out. You lead the two teams that run this flow — Technical Support and Scheduling/Dispatch — and own the processes that connect them.

The role is accountable not just for running the flow, but for instrumenting it: pinpointing where delays occur, quantifying their impact, attributing them to the responsible team, and turning that insight into corrective action so that service-level commitments are met and labour margin is protected. In short, you are accountable for how work moves through the system, not just whether individual tickets close.

KEY RESPONSIBILITIES

· Lead the teams. Manage, coach, and develop the technical support and scheduling/dispatch teams — staffing, performance, and day-to-day escalation.

· Own the processes. Design, standardize, and continuously improve how requests are triaged, resolved, scheduled, and dispatched; ensure teams work from documented, repeatable procedures.

· Instrument the flow. Isolate each source of delay, quantify its impact on service-level attainment, and present the responsible team with a clear, evidence-based path to improvement.

· Run exception management. Define how off-standard work (parts delays, no technician available, repeat visits, customer no-access, priority/immediate-response cases) is flagged, routed, and resolved — with reporting that quantifies each category.

· Drive an improvement cadence. Maintain a prioritized backlog of process improvements and a standing rhythm that works the highest-impact items first.

· Protect margin. Keep labour gross margin healthy through technician utilization, rework reduction, and efficient dispatch — balancing responsiveness against utilization rather than maximizing any single number.

· Own the system and the data. Act as operational owner and power-user of the field-service scheduling and optimization platform; drive consistent team adoption and keep data clean enough to trust.

· Report the KPIs. Understand how each metric is sourced and calculated, surface results to leadership on a regular cadence, and explain the “why” behind the movement.

WHAT YOU'LL OWN

· Design and standardization of dispatching and technical-support processes, escalation paths within both teams.

· Input and decision authority on how the dispatch automation is configured to support the operation.

· Performance management of dispatchers and technical support reps — goals, reviews, coaching, & corrective action.

• Customer prioritization/tiering and escalations that reach outside the two owned teams are set with senior sign-off.

HOW SUCCESS IS MEASURED

· Time to Respond / Time to Resolve — request created to technician on-site, and request created to call closed.

· Auto-dispatch rate — percentage of calls routed without manual intervention.

· Technical support coverage of key and major accounts.

· Utilization, schedule adherence / on-time arrival, and reschedule rate — the reliability checks that respond and resolve times can mask.

Metrics are reported at median and 90th percentile and segmented consistently by priority, request type, and region.

WHAT YOU BRING

· Experience leading field-service, dispatch, or service-operations teams in a metrics-driven environment.

· Proven people leadership — coaching, performance management, and team development.

· Strong analytical & reporting skills; comfort turning operational data into decisions, holding teams accountable to it.

· Hands-on experience with field-service management or scheduling-optimization software

· A track record of process improvement and standardization.

· Clear communication and sound judgment in balancing competing priorities such as responsiveness versus utilization.

Note: all applications are appreciated, only those being considered will be contacted. We ask that you complete the psychometric assessment within your profile to better assess fit.