Dispatcher (IT Operations & Service Coordination Specialist) at Netsurit

, Gauteng, South Africa -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

0.0

Posted On

18 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Ticketing, Queue Management, Escalation Management, SLA Monitoring, Reporting, Workflow Improvement, Client Coordination, Stakeholder Communication, Documentation, ITIL, Night Shift Operations, Pressure Management, ConnectWise PSA, Remedy BMC, Microsoft 365, SharePoint

Industry

IT Services and IT Consulting

Description

Dispatcher (IT Operations & Service Coordination Specialist) Global MSP | Remote-First | Night Shift–Friendly | Full-Time About Netsurit Netsurit is a global Managed Services Provider helping businesses grow, scale, and stay secure without the day-to-day IT noise. We support mid-market and enterprise clients with modern, secure, and reliable IT services — allowing them to focus on what matters most. Our mission is to Support the dreams of the doers, and we back that up with a culture that genuinely supports both professional growth and personal balance. The Role We are looking for a Dispatcher (IT Operations & Service Coordination Specialist) to act as the operational backbone of our service delivery function. This is not a helpdesk role. This role is about ownership, coordination, and control of ticket flow, escalations, and SLAs in a fast-paced MSP environment. You will work directly with Netsurit clients, all of whom are based in the United States, coordinating closely with engineers and stakeholders to ensure service continuity, clear communication, and exceptional customer experience. Experience working with US-based clients and US business hours is strongly preferred. What Youll Be Responsible For Ticketing, Queues & Escalations Triage, assign, and manage incidents across their full lifecycle Monitor inbound queues and escalation paths Proactively prevent SLA breaches Coordinate complex escalations across multiple technical teams (Experience with Remedy BMC is highly relevant and transferable to ConnectWise PSA.) SLA Management, Reporting & Service Control Monitor SLA performance and service metrics Produce operational, incident, and backlog reporting Identify trends and recommend workflow improvements Support continuous service improvement initiatives Client & Team Coordination Serve as the central coordination point between clients, engineers, vendors, and internal stakeholders Communicate directly with US-based clients in a clear, professional, and confident manner Manage VIP and high-priority clients with accuracy and urgency Support distributed teams across time zones Documentation & Process Excellence Maintain accurate ticket notes and documentation Ensure changes and maintenance activities are validated and well communicated Align operational processes with ITIL best practices After-Hours & High-Pressure Operations Confidently support night-shift and after-hours operations Remain calm, structured, and decisive under pressure Manage multiple priorities without sacrificing quality or accuracy What You Bring (Non-Negotiable) Experience 5+ years in IT Operations, Service Coordination, or IT Support Proven experience managing high ticket volumes, escalations, and SLAs Background supporting MSP or enterprise environments Experience working directly with US-based clients (strongly preferred) Technical & Platform Exposure Ticketing and coordination tools (Remedy BMC, ConnectWise PSA or similar) Microsoft 365 and SharePoint SAP, Intellidispatch, RDC, Avaya (advantageous) Solid understanding of infrastructure, networking, and support workflows Ways of Working Highly organized, detail-oriented, and proactive Strong time management and multitasking ability Clear, customer-focused communication skills Confident stakeholder and vendor coordination Strong respect for SLAs, process, and service quality Security & Modern IT Awareness Understanding of cybersecurity fundamentals Experience supporting secure environments Awareness of risk, compliance, and change management Exposure to cybersecurity, network defense, endpoint security, or risk management is a plus Education & Certifications (Highly Valued) National Certificate in IT Systems Support or Networking ITIL-aligned service delivery experience Certifications in cybersecurity, project management, Agile, or data fundamentals Artificial Intelligence Innovation: Join Netsurit at the forefront of AI transformation—where technology meets ambition. Help us design, implement, and scale intelligent solutions that empower our clients to automate processes, uncover insights, and accelerate growth. Leverage tools like Microsoft Copilot, Azure AI, and custom machine learning models to turn data into meaningful business outcomes. Be part of a team thats shaping the future of AI-powered innovation. Please share your experience and knowledge in AI as part of your application wed love to see how you can help us drive whats next. Note to Agencies Principals only. No recruiters, no agencies, no unsolicited services.

Responsibilities

This role serves as the operational backbone, focusing on the ownership, coordination, and control of ticket flow, escalations, and SLAs within a fast-paced MSP environment. Responsibilities include triaging incidents, monitoring queues, coordinating complex escalations across technical teams, and managing service metrics.