Job Title

National Operations Center Lead Dispatcher:

Job Description Summary

The National Operations Center (NOC) Lead / Dispatcher is responsible for managing the end to end intake, triage, coordination, and closure of reactive and preventative maintenance work orders for a dedicated, high volume client portfolio. This role operates within a centralized, virtual operations center environment and serves as the primary coordination hub between the client, service vendors, and internal technical teams.The NOC Lead / Dispatcher ensures work orders are actioned quickly, accurately, and in strict accordance with complex service level agreements (SLAs). This position requires constant communication, real time decision making, and strong ownership of work order outcomes—from initial request through completion and client confirmation.
This role is highly collaborative, fast paced, and operationally critical, balancing customer communication, vendor dispatching, financial awareness, and SLA compliance.

Job Description

Pay: $24.04/hr

Key Responsibilities

Work Order Intake & Triage

• Receive and process incoming reactive and preventative maintenance requests through client technology platforms and integrated CMMS systems
• Accurately assess priority, scope, and urgency of work orders based on client requirements and SLAs
• Determine appropriate dispatch path (vendor partner vs internal technician) and initiate service execution
• Maintain precise documentation and work order status updates throughout the lifecycle

Dispatching & Vendor Coordination

• Utilize the VOIP system and other communication tools to dispatch, coordinate, and follow up with service vendors while consistently monitoring the client dispatch board to ensure timely updates and resolution.
• Confirm vendor receipt of work orders, service acceptance, and estimated time of arrival (ETA)
• Coordinate with one or multiple vendors as needed to ensure coverage, escalation, or specialty support
• Actively monitor vendor responsiveness and hold vendors accountable to SLA requirements, escalating delays or service risks as needed.

Client Communication & Status Management

• Provide proactive, frequent status updates to the client regarding work order progress, ETAs, delays, and completion
• Communicate clearly and professionally regarding service expectations, changes, and resolutions
• Ensure all client communications align with contractual service standards and operational protocols

Financial Awareness & Approvals

• Review and validate subcontractor quotes to ensure pricing is accurate, reasonable, and aligned with the approved cost of service and contract terms prior to client submission for approval
• Communicate pricing details and service options to the client as required
• Support approval workflows and document financial authorizations within systems
• Partner with supervisors on exception handling or cost escalations

SLA Compliance & Performance Monitoring

• Execute all work orders in accordance with defined SLAs, KPIs, and priority thresholds
• Track response times, acknowledgment, dispatch speed, and closure timelines
• Identify SLA risks early and escalate appropriately to leadership
• Support reporting and performance reviews related to service delivery metrics

Internal Collaboration

• Coordinate closely with internal technical teams to determine availability and assignment of self‑perform technicians
• Partner with Vendor Administration, Operations, and Quality teams to resolve service issues
• Escalate recurring issues, vendor performance concerns, or system gaps to leadership

Quality Assurance & Documentation

• Ensure all work orders are closed with complete, accurate documentation within client SLA.
• Validate service completion details, notes, and timestamps
• Support audits, quality reviews, and continuous improvement initiatives

Qualifications

Required

• 3+ years of experience in dispatch, operations coordination, contact center operations, or service management environments
• Experience managing high‑volume work orders in a fast‑paced, SLA‑driven environment
• Strong verbal and written communication skills
• Comfort operating within a phone‑intensive role using VOIP systems (8x8 or similar)
• Ability to manage multiple priorities simultaneously with strong attention to detail
• Proficiency with CMMS platforms, ticketing systems, or workflow tools
• Strong problem‑solving skills and sound judgment under pressure

Remote Work Requirements

• High‑speed internet (150-300 mbps. download) is required for this role. Connection must support video meetings, remote system access, consistent productivity, with uninterrupted workflow**.**
• Employees must have a quiet, distraction‑free workspace suitable for professional phone conversations and to protect customer information.
• Camera‑on participation is required during meetings and trainings, as we operate in a fully virtual environment and rely on video presence for collaboration, engagement, and team connection.
• The workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivity.
• To maintain business continuity, employees are expected to have a backup plan for connectivity disruptions, including access to an alternate location (such as a co‑working space, library, or other reliable environment) in case of home internet or power loss.

Preferred

• Experience supporting facilities, maintenance, or service‑based operations
• Familiarity with preventative maintenance programs
• Experience coordinating third‑party service providers
• Exposure to complex client SLAs or enterprise service environments
• Experience working in a virtual or cloud‑based operations center

Key Competencies & Traits

• Calm, composed, and decisive in high‑urgency situations
• Strong sense of ownership and accountability
• Customer‑focused with excellent follow‑through
• Highly organized with strong time‑management skills

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $20.43 - $24.04

C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “C&W Services”