JOB DESCRIPTION

IT Dispatcher-as an IT dispatcher in a Managed Service Provider (MSP) environment, you will serve as the central hub for coordinating technical assistance, managing service tickets, and ensuring that client issues are resolved promptly and professionally.
The primary responsibility of the dispatcher is answering inbound Phone calls, Chats, Email service request from clients, assigning proper resources to assist the client. This position will require being on Phone and at a terminal for a minimum of 6 hours per day.
This is a critical role that bridges the gap between clients and technicians, helping maintain operational efficiency and uphold service standards.
Individuals within the Customer Experience team are responsible for executing, implementing, and supporting IT services sold to new and existing clients. They support existing client networks, in the day-to-day aspect and focus on proactive care of client networks.

EDUCATION:

• High School Diploma

BASIC / MINIMUM QUALIFICATIONS:

• Knowledge of help desk operations and IT service management workflows
• Understanding of IT support terminology and basic troubleshooting concepts
• Microsoft Office suite

SOFT SKILLS

• Strong Communication: Able to clearly communicate with clients and technical teams in both written and verbal formats
• High energy: Enthusiastic, proactive and engaging
• Organized & Detail-Oriented: Maintains accurate records and enforces documentation best practices
• Multitasking Ability: Efficiently handles numerous concurrent tasks and client requests
• Problem-Solving Mindset: Resolves scheduling and resource conflicts with a solution-driven approach
• Team Collaboration: Works well with internal teams and external clients to coordinate efforts and avoid service disruptions
• Process-Focused: Adheres to and enforces MSP operational standards and procedures

PREFERRED QUALIFICATIONS:

• Experience with PSA/ticketing tools such as ConnectWise
• 1?2 years of experience in a dispatcher, help desk coordinator, or IT service role within an MSP
• ITIL Foundations certification or familiarity with ITIL practices
• Experience with RMM tools or remote support platforms
• Familiarity with SLAs and service metrics reporting

ADDITIONAL QUALIFICATIONS:

Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions
furnished in written, oral, diagram, or schedule form.
Certificates, Licenses, Registrations
Current Driver?s license

PHYSICAL REQUIREMENTS

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus.

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The Dispatcher is responsible for:

• Manage Ticket Lifecycle: Create, update, monitor, and close service tickets in the helpdesk system, ensuring accuracy and completeness.
• Ticket Quality Control: Review and ensure proper documentation, categorization, prioritization, and timely updates for all service tickets.
• Client Communication: Serve as a point of contact for clients to provide updates and coordinate service delivery.
• Coordinate Technician Schedules: Assign service tickets to technicians based on urgency, complexity, and availability.
• Schedule Monitoring: Oversee technician availability to optimize scheduling and avoid conflicts.
• Ensure SLA Compliance: Track ticket progress and technician response times to ensure alignment with Service Level Agreements (SLAs).
• Incident Escalation: Escalate high-priority or unresolved issues to senior technicians or management as appropriate.
• Process Adherence: Enforce standard operating procedures to ensure consistency and quality in service delivery