Dispatcher Jobs

About The Position

Requirements

• Experience working in a Managed Service Provider (MSP) environment (preferred).
• Familiarity with PSA platforms such as ConnectWise Manage, Autotask, HaloPSA, or similar.
• Excellent organizational and multitasking skills.
• Strong decision-making and prioritization abilities.
• Outstanding written and verbal communication skills.
• The ability to remain calm, organized, and customer-focused during periods of high ticket volume.
• A commitment to accuracy, accountability, and exceptional client service.

Nice To Haves

• Understanding of technician utilization, scheduling, and service delivery metrics.
• Knowledge of MSP financial concepts such as utilization, effective hourly rate (EHR), and gross profit.
• Experience coordinating technical teams or service departments.
• Strong attention to detail and process improvement.

Responsibilities

• Manage and prioritize incoming service requests using our Professional Services Automation (PSA) platform.
• Accurately triage support tickets using structured processes to ensure the right technician is assigned at the right time.
• Coordinate technician schedules to maximize productivity while balancing workloads and meeting client expectations.
• Communicate professionally and confidently with clients, technical staff, and leadership, especially during high-priority or time-sensitive situations.
• Monitor service boards to ensure tickets are progressing appropriately and service levels are maintained.
• Maintain accurate ticket documentation, statuses, and workflows.
• Help improve operational efficiency through automation, organization, and proactive planning.
• Handle confidential client and company information with professionalism and integrity.