IT Service Dispatcher

PJ Networks LLC•Charlottesville, VA

About The Position

PJ Networks is a managed services provider (MSP) that is looking for an organized, detail-oriented IT Service Dispatcher to serve as the central coordination point for our support operations. You'll be the person who keeps everything moving—managing the flow of support requests, assigning tickets to the right engineers, and ensuring our clients receive timely, responsive service. This role is the operational heartbeat of our help desk. You'll work closely with our engineering team, clients, and leadership to make sure nothing falls through the cracks. If you thrive on organization, enjoy keeping people and processes on track, and want to be the person who makes a team run better, then this is the role for you. About PJ Networks PJ Networks has been providing professional IT support to small and medium-sized businesses in Central Virginia since 2005. We deliver managed IT services, cloud solutions, on-site and remote support, and strategic technology consulting. Our mission is to enhance the value and success of our clients' businesses by providing superior, client-focused IT services and solutions. We're a small, collaborative, and dedicated team that takes pride in building long-term relationships with our clients. If you like variety, enjoy being part of something bigger than just your job title, and want to work with people who genuinely care about doing good work—you'll fit right in.

Requirements

Strong organizational skills with exceptional attention to detail
Excellent communication skills — written and verbal
Ability to multitask, prioritize, and stay calm under pressure
Comfort working in a fast-paced environment with shifting priorities
Proficiency with computers and ability to learn new software quickly
A proactive, "nothing falls through the cracks" mindset
Team player who can hold others accountable professionally and respectfully
Previous experience in a customer-facing or client service role

Nice To Haves

Experience in a dispatcher, coordinator, or scheduling role (IT industry experience a plus but not required)
Familiarity with MSP ticketing systems or PSA tools
Basic understanding of IT concepts (networking, servers, workstations) — enough to triage, not troubleshoot
Experience with Microsoft 365 and Teams

Responsibilities

Monitor incoming support requests via email, phone, and automated alerts
Create, categorize, and prioritize tickets in our ticketing system
Assign and dispatch tickets to the appropriate engineer based on skillset, availability, client familiarity, and priority
Monitor open tickets throughout the day to ensure progress, follow up with engineers on stalled or aging tickets
Escalate unresolved or high-priority issues to management as needed
Manage and coordinate engineer schedules, balancing reactive support with pre-scheduled projects and on-site visits
Track engineer availability, location, and workload throughout the day
Coordinate scheduling for client projects, on-site visits, remote support, and follow-up appointments
Maximize the efficiency and utilization of the engineering team
Serve as a point of contact for clients on ticket status and scheduling
Follow up with clients to confirm issue resolution and satisfaction
Communicate proactively when there are delays or scheduling changes
Ensure clients feel informed and valued throughout the support process