IT Service Lead / Dispatcher

This is a role for an experienced technician who can carry a technical workload while helping keep our service operation running smoothly. About two thirds of your time is hands-on technical work, resolving the tougher tickets that our Tier 1 and Tier 2 technicians escalate. The rest of your time is spent coordinating the service board, driving tickets to completion, and making sure nothing falls through the cracks when we get busy.

You will be the senior point of resolution on the help desk and the person who keeps work flowing across the team. It is a role with real ownership, a direct line to leadership, and a clear path to grow into a dedicated Service Manager position as the company scales.

What You’ll Do

Technical Support

• Serve as the primary escalation point for Tier 1 and Tier 2 technicians
• Own and resolve complex, multi-session issues that require deep troubleshooting and strong problem retention
• Handle the harder tickets across networking, Microsoft 365, identity, endpoints, and common small business infrastructure
• Document root causes and resolutions so recurring issues get handled faster over time
• Coordinate with our Solutions Engineer on anything that crosses into project or design work
• Travel to client sites for onsite support and hands-on work when remote resolution is not possible

Service Coordination

• Own the day-to-day service board, including triage, prioritization, and assignment
• Drive tickets to completion and hold the team accountable for follow-up and ownership
• Monitor aging and stalled tickets and keep them moving, especially during busy periods
• Manage scheduling and dispatch of onsite and remote work
• Keep clients informed on status and set clear expectations on timelines
• Watch SLA adherence and flag risks before they become problems

• 3+ years in an MSP or multi-client IT support environment
• Strong hands-on troubleshooting across networking, Microsoft 365, Windows, and small business infrastructure
• The ability to hold a complex problem across multiple sessions and methodically work it to resolution
• A track record of owning issues to completion rather than passing them along
• Comfortable communicating directly with clients, both in writing and on the phone
• Organized and disciplined, the kind of person who does not let things slip when it gets busy
• Reliable transportation, a valid driver’s license, and willingness to travel to local client sites as needed

Nice to Have

• Experience with a PSA and RMM platform (ConnectWise is a plus)
• Prior experience as a dispatcher, service coordinator, or team lead
• Relevant certifications (CompTIA, Microsoft, networking, etc.)
• Experience mentoring or supporting junior technicians

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Paid holidays, * Competitive salary based on experience
• Health insurance
• Paid time off and paid holidays
• Certification and training reimbursement
• A direct line to leadership and real input on how we operate
• A clear path to grow into a Service Manager role as we scale
• A small, supportive team that actually has each other’s backs

Why This Role Matters

This is not a role where you get lost in a big organization. You will have real ownership of how our service runs, a direct line to the owner, and the chance to shape the position as we grow. If you do it well, this becomes a service leadership role over time., * 401(k)

• Health insurance
• Paid time off

We are a growing Managed Service Provider serving small and mid-sized businesses. We are not a giant help desk where clients are just a ticket number. We are a small, capable team that takes pride in showing up, owning problems, and treating our clients like they matter. We deliver responsive IT support, projects, and solutions, and we believe a small company that cares more can outperform a big one every time.