Dispatcher

We are seeking a technically skilled and customer-focused Dispatcher to join our growing Managed Service Provider team. In this role, you will serve as the critical link between our clients and technical staff — triaging incoming requests, managing ticket workflows, scheduling and dispatching engineers, and ensuring every client interaction is handled with professionalism and urgency. The ideal candidate combines hands-on IT knowledge with exceptional organizational and communication skills.
Key Responsibilities:
• Serve as the first point of contact for client support requests received via phone, email, and ticketing system
• Triage, categorize, and prioritize incoming tickets based on severity, SLA requirements, and business impact
• Assign and dispatch field and remote technicians based on skill set, availability, and geography
• Monitor the service board and ticket queues throughout the day to ensure timely resolution and SLA compliance
• Communicate proactively with clients regarding ticket status, ETAs, and resolution updates
• Escalate complex or high-priority issues to Tier 2/3 engineers or management as appropriate
• Coordinate scheduling for on-site visits, installations, and project-based work
• Maintain accurate and detailed ticket documentation, time entries, and engineer notes
• Assist with after-hours on-call scheduling and emergency dispatch coordination
• Identify recurring issues and flag patterns to the technical team for root-cause resolution
• Generate and review daily dispatching reports, utilization metrics, and SLA adherence summaries
• Support onboarding of new clients by coordinating initial setup activities with the engineering team
Required Qualifications:
• 2+ years of experience in a dispatcher, help desk coordinator, or NOC role within an MSP or IT environment
• Working knowledge of IT fundamentals: networking, Windows/Mac OS, Microsoft 365, Active Directory, and common business applications
• Hands-on experience with PSA platforms such as ConnectWise Manage, Autotask, or HaloPSA
• Familiarity with RMM tools (e.g., ConnectWise Automate, Datto RMM, NinjaRMM)
• Strong ability to assess technical issues and determine appropriate urgency and resource assignment
• Exceptional verbal and written communication skills with a customer-first mindset
• Proven ability to multitask, stay organized, and remain calm under pressure in a fast-paced environment
• Comfortable working with SLA frameworks and understanding of ITIL concepts
Skills & Competencies:
• Technical Acumen – Ability to understand and communicate IT concepts clearly with both technical engineers and non-technical clients
• Customer Service Excellence – Empathetic, professional, and solution-oriented in every client interaction
• Time Management – Skilled at juggling multiple priorities and managing engineer schedules in real time
• Problem-Solving – Quick thinker who can assess situations and make sound dispatching decisions
• Attention to Detail – Accurate documentation and ticket management to maintain service quality
• Team Collaboration – Works effectively with engineers, account managers, and leadership to drive client satisfaction