Dispatch and coordination staffing
Hire remote dispatch and service coordinators to keep your board clean
Open your PSA dispatch board and count what's unassigned, double-booked or waiting on a client for three weeks. Dokimo places dedicated international coordinators who triage and assign tickets, schedule your on-site techs, keep the board clean and keep clients informed on scheduling. The coordinator works remotely and never goes on site.
The person who owns the board while your techs are in the field
A tech who's on site can't also watch the board. A coordinator reads every new ticket, sets the priority against your agreement, puts it in the right queue and assigns it to the tech who has the skill and the hours. They watch the SLA clocks, chase tickets that stall in Waiting Customer, and flag the ones about to breach before your service delivery manager finds out the hard way.
Scheduling is the other half. The coordinator books on-site visits and remote sessions on your techs' calendars, sequences the day so nobody is double-booked, reschedules when a visit runs long, and sends the client a confirmation or a change in your templates. That last part matters more than it sounds: a client who knows when the tech is coming has one fewer reason to call the desk.
This is dispatch, not a support agent seat
A coordinator doesn't fix tickets, walk users through resets or work escalations. The skill is matching tickets, people and time: reading an unclear request, knowing which tech can take it, and holding the schedule together when a Tier 3 gets pulled onto an outage. If your problem is that tickets aren't getting solved, the page on service desk technicians is the better read.
What the coordinator says to your clients is about scheduling: when a tech is coming, a change of time, what to have ready. Advice, quotes, disputes and anything commercial stay with your account manager or service delivery manager. You own the client relationship, and how you describe your coordination team to clients is your call under your own agreements, including any disclosure they require. The coordinator writes in your templates, on your channels, and asks a person on your team when a request falls outside them.
What a seat starts at, and what moves the price
Coordinator seats run from $1,500 a month in the Philippines and from $2,050 a month in Mexico, with the level of the work setting where a seat falls. The calculator on the pricing page shows the price for each role and level.
Tested on a messy board before you meet them
Every candidate is tested on the real work before you meet them. For this seat that is a slice of a real dispatch day. The candidate assigns tickets and writes the message to the client, and your clients read those messages.
Dokimo doesn't promise a candidate already knows your PSA, your calendar tool or your templates. It also won't quote a time to shortlist, because the board, the tools and the hours move it.
If the bottleneck is field techs, a coordinator won't fix it
The person in the seat works remotely from their own country and never goes on site. A coordinator can schedule your on-site techs, but if the constraint is that you don't have enough field techs, or someone has to be at the client's door, a coordinator won't fix that. A dedicated seat also needs enough board to work: if you dispatch a handful of field techs and the schedule takes an hour a day, that's part of someone's job, and a full seat would sit idle. The seat also depends on being reachable while your techs and clients are working, so say which hours you need up front.
Some client environments stay with US staff. A coordinator sees ticket details, contacts and sometimes notes about a client's systems. Some environments are effectively closed to anyone outside the US, such as export-controlled defense data or criminal justice systems, and Dokimo won't place a coordinator on them. HIPAA doesn't itself bar work from outside the US, but health data brings agreements and risk analysis, and other limits are contract or insurance terms that vary. You decide which clients' boards the coordinator works, and Dokimo fits the seat to it.
It also isn't a fit for surge cover. A seat takes time to recruit and ramp, so it doesn't suit a short spike. And if you want an outsourced dispatch team that runs its own process, buy that. Contract to hire and direct placement exist for Tier 3 technical and technical management seats only, so they don't apply to a coordinator seat.
What you get
What the engagement covers, and what is optional
Triage and assignment in your PSA
Reads new tickets, sets priority against your agreement, routes them to the right queue and assigns them by skill and availability, in Autotask, ConnectWise Manage, HaloPSA or whatever you run.
Scheduling for your on-site techs
Books visits and remote sessions, sequences the day and reschedules when a visit runs long. The coordinator schedules the visit and never attends it.
A clean board and informed clients
Chases stalled tickets, flags SLA risk, and sends scheduling confirmations and changes in your templates. Advice, quotes and disputes stay with your team.
Month to month, with a free replacement
Month to month, with no long-term contract. If a hire isn't working out in the first 90 days, we find a replacement at no extra cost.
One invoice
Dokimo's employer of record (EOR) partner employs the coordinator in their country under local employment law and runs their payroll. Dokimo manages the placement and sends you one monthly invoice, priced by the level of the work.
Questions
Frequently asked
What does a remote service coordinator cost?
Seats run from $1,500 a month in the Philippines and from $2,050 a month in Mexico, and the level of the work, more than the title, sets the price. The calculator on the pricing page shows the price for each role and level. The price covers the coordinator's pay and statutory employer costs, including year-end pay. It also covers the search and screening, plus local employment and payroll, handled by Dokimo's employer of record (EOR) partner, on one monthly invoice. The coordinator works for you day to day, so you provide their licenses, such as your PSA and Microsoft 365. Month to month, with no long-term contract.
Will the coordinator ever go on site?
Your remote coordinator works from their own country and never goes on site. The coordinator schedules your on-site techs, keeps the board current and tells clients when a visit is coming, but deskside work, hardware swaps and anything that needs a person at the door stays with your local techs or with US staff.
Can a coordinator work the boards of regulated or US-only clients?
That is your decision, and it depends on each client's contract and data. Some environments are effectively closed to anyone outside the US, such as export-controlled defense data and criminal justice systems, and Dokimo won't place a coordinator on them. Other limits are contract or insurance terms that vary. HIPAA doesn't itself ban work from outside the US, but health data brings agreements and risk analysis. Dokimo fits the seat to your answer. Nothing here is legal advice. Your agreements and your counsel decide.
What hours does a coordinator work?
The hours are yours to set. Dispatch depends on being reachable while your techs and clients are working, so name the window you need. The coordinator works the hours you agree with us.
Roles for MSPs
Other roles for MSPs
Tell us how big your board is and who dispatches it
Tell us the seat, the hours you need covered and the tools you run. We'll reply with questions and the next steps, not a pitch deck.