MSP Service Dispatcher (Help Desk )
About The Position
The MSP Service Dispatcher is responsible for owning the triage, dispatching, quality control, and lifecycle management of service tickets within a fast-paced Managed Services environment. This role serves as the operational control point of the Tier 4 team, ensuring tickets are properly entered, categorized, prioritized, assigned, escalated, and resolved in accordance with company standards and client expectations. The ideal candidate brings deep MSP experience and hands-on proficiency with the ConnectWise PSA, enabling them to confidently manage queues, enforce workflow standards, and hold technicians accountable for documentation, time entry, and service delivery outcomes.
Requirements
- Highly detail-oriented, methodical, and procedure-driven
- Strong multitasking ability in a high-volume ticket environment
- Confident decision-maker with the ability to prioritize under pressure
- Effective communicator and active listener
- Natural service leader who can enforce standards without friction
- Self-motivated, focused, and team-oriented
- Strong customer service mindset with an understanding of MSP client expectations
- Minimum of 3 years of prior experience working in a Managed Service Provider (MSP) environment (required)
- Prior hands-on experience with ConnectWise PSA (Manage), including ticket intake, categorization, dispatching, status management, workflows, and reporting (required)
- Demonstrated experience coordinating or supervising service desk workflows, dispatch operations, or ticket triage
- Strong understanding of MSP service delivery models, SLAs, and ticket-driven operations
Nice To Haves
- ITIL Foundation or similar service management training
- Experience supporting or mentoring service desk staff
- Technical curiosity or desire to grow into service management or technical roles
Responsibilities
- Ensure all tickets entered into ConnectWise PSA contain accurate notes, correct categories, priorities, and statuses
- Pre-process and triage service requests received via email, phone, chat, or text, ensuring proper ticket creation and routing
- Supervise all tickets on the service desk, maintaining visibility across queues and boards
- Control the end-to-end ticket lifecycle: intake → validation → assignment → monitoring → escalation → resolution → closure
- Enforce ConnectWise workflows, status usage, and resolution checklists to ensure consistency and audit readiness
- Assign tickets to the appropriate technician or team based on skillset, urgency, SLA impact, and workload balancing
- Monitor technician capacity and queue health within ConnectWise PSA
- Identify tickets requiring scheduling and coordinate appointments or service windows as needed
- Actively prevent ticket stagnation by following up on aging or blocked tickets
- Escalate tickets that cannot be resolved within expected timeframes to senior technicians or management
- Proactively identify trends, repeat issues, SLA risks, or systemic problems impacting service delivery
- Serve as a communication bridge between technicians, leadership, and clients when issues require coordination
- Maintain consistent and professional communication with clients regarding ticket progress, next steps, and expectations
- Notify clients of impending changes, delays, or outages as required
- Ensure all client-facing updates are properly documented in ConnectWise PSA
- Hold technicians accountable for: Timely ticket updates Accurate and prompt time entry Proper documentation and resolution notes
- Reinforce company standards, procedures, and service desk best practices
- Support continuous improvement of dispatch and service desk operations
- Maintain visibility into client system inventories as required by company processes
- Assist with reporting, queue reviews, and administrative tasks related to service delivery
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
