IT Dispatcher

The 20 • Plano, TX

4d

About The Position

The Dispatcher at The 20 plays a critical role in managing service coordination, scheduling technical resources, and supporting administrative functions within a fast-paced MSP environment. This role requires strong organizational skills, attention to detail, and a commitment to quality service. The ideal candidate is proactive, reliable, and thrives in a structured, team-oriented setting. Available Schedule: Mon - Fri 10:00 AM - 7:00 PM

Requirements

• Prior dispatch experience in an IT environment or with a Managed Service Provider (MSP)
• Exceptional organizational skills with the ability to manage competing priorities
• Detail-oriented, with a focus on accuracy and follow-through
• Comfortable using ticketing systems and managing technician workflows
• Excellent written and verbal communication skills
• Strong sense of accountability and a proactive work ethic
• Ability to document processes clearly for team use and future reference
• High school diploma or equivalent (associates or bachelors degree preferred)
• 12 years of experience in a dispatcher, coordinator, or administrative support role (MSP experience strongly preferred)

Nice To Haves

• Experience with PSA or RMM tools (e.g., Kaseya BMS, ConnectWise)
• Familiarity with service documentation platforms such as IT Glue
• Understanding of IT service environments and the MSP business model
• Process-oriented mindset with a desire to continuously improve operations
• Relevant certifications or training in IT service coordination are a plus

Responsibilities

• Manage and maintain the dispatch calendar for technical support and project teams
• Schedule and coordinate appointments between clients, engineers, and vendors
• Monitor service tickets and ensure timely updates to move them toward resolution
• Communicate effectively with clients, vendors, and internal teams regarding scheduling, ticket status, and service expectations
• Create and maintain documentation related to dispatch procedures and workflows
• Support general administrative tasks and contribute to operational efficiency
• Assist in identifying and improving dispatch and scheduling processes
• Ensure all activities align with The 20s commitment to quality service delivery

Benefits

• Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA options
• Competitive 401(k) participation with up to 4% contribution match
• Certification reimbursement to support your continued development
• Meaningful opportunities for advancement within a growing organization
• A culture built on drive, accountability, collaboration, and excellence

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees