IT Service Dispatch Coordinator

The Service Desk Dispatch Coordinator plays a critical role in ensuring the smooth operation of our service delivery by managing all incoming support requests, efficiently dispatching technicians, and maintaining steady communication with both clients and internal teams. This position requires someone who thrives in a structured environment, follows processes with consistency, and can effectively manage multiple moving parts without losing focus. A calm demeanor, excellent phone etiquette, and strong organizational skills are essential to success in this role., * Serve as the first point of contact for all client service requests, providing a friendly and professional experience.

• Triage and pre-process incoming tickets from multiple sources (email, phone, client portals).
• Coordinate, assign, and schedule service requests to internal and field technicians based on availability, skillset, and priority.
• Ensure technicians are actively updating ticket notes and entering time for all work performed.
• Monitor all open tickets for progress, updates, and potential bottlenecks to ensure timely resolution.
• Communicate with clients regarding ticket status, expected timelines, and changes in scheduling.
• Escalate service requests that cannot be resolved or scheduled within agreed service levels.
• Maintain detailed and accurate records in the helpdesk ticketing system (e.g., ConnectWise Manage).

Secondary Responsibilities:

• Collaborate with the Service Desk Manager to improve ticket flow and resource allocation.
• Identify and recommend opportunities for process improvement to enhance service efficiency.
• Monitor overall technician workload and help balance assignments across the team.
• Assist with service reporting, time tracking, and metrics related to ticket resolution and technician utilization.
• Participate in team meetings and service reviews as needed.

What We’re Looking For:

• Consistency and steadiness in following structured processes and maintaining routine.
• Someone who is comfortable being the “air traffic controller” of service operation. Always aware of who is doing what and when.
• A team player who can give clear direction and support the technical team through smart scheduling and communication.
• Confidence and calmness on the phone, especially when dealing with urgent requests or frustrated clients.

Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, * High School Diploma or equivalent (some college preferred).

• Prior experience in a dispatch, coordinator, or service desk role (MSP experience is a plus).
• Excellent verbal and written communication skills.
• Strong interpersonal skills, including active listening and problem resolution.
• Proficient in Microsoft Office, ticketing systems (e.g., ConnectWise), and general computer use.
• Ability to prioritize tasks and manage multiple deadlines in a fast-paced environment.
• Strong attention to detail, follow-through, and task ownership.
• Self-starter with the ability to remain focused and productive with minimal supervision.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance