CloudFirst is a forward-thinking IT services provider committed to delivering exceptional support and innovative solutions to our clients. We’re looking for a highly organized, proactive, and customer-focused professional to join our team in a hybrid role that blends dispatching, scheduling, quality auditing, and service delivery analysis.

POSITION OVERVIEW

This role is ideal for someone with 2–3 years of experience in IT service desk operations, dispatching, or scheduling. You’ll be responsible for managing service tickets in ConnectWise Manage, ensuring efficient resource allocation, maintaining high-quality documentation, and driving customer satisfaction. You’ll work remotely, aligned with Eastern Standard Time (EST) business hours.

JOB REQUIREMENTS

• 2–3 years of experience in an IT Service Desk, Dispatcher, Scheduler, or Service Delivery Analyst role.
• Hands-on experience with ConnectWise Manage (CW Manage).
• Proven skills in capacity planning and scheduling.
• Experience conducting ticket quality audits.
• Strong interpersonal skills including communication, phone etiquette, active listening, and customer care.
• Ability to multitask, prioritize, and adapt in a fast-paced environment.
• General technical awareness to align appropriate resources with technical issues.
• Collaborative team player with cross-departmental communication skills.

KEY RESPONSIBILITIES DISPATCHER / SCHEDULER DUTIES

• Act as the initial point of contact for all incoming service requests.
• Pre-process service tickets received via email, manual entry, or customer portals.
• Assign and schedule internal and field resources using the ConnectWise Dispatch Portal.
• Monitor technician calendars to ensure timely time entry and balanced workload distribution.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Maintain clear and timely communication with customers regarding ticket status, progress, changes, and outages.
• Ensure service tickets are accurately entered, updated, and documented in ConnectWise Manage in real time.
• Record time and expenses in ConnectWise as they occur.

SERVICE DELIVERY & QUALITY ANALYST DUTIES

• Perform capacity planning to ensure optimal resource allocation.
• Conduct quality audits on tickets to verify documentation, resolution, and communication standards.
• Track and report on resource utilization and service performance metrics.
• Provide actionable feedback and recommendations for process improvement.
• Complete assigned training via ConnectWise University and stay current with internal workflows.
• Generate service delivery performance and trend reports for leadership.