Dispatcher (Managed IT Services)

On Call Computer Solutions is seeking a highly organized, customer-focused Onsite/Non-Remote Dispatcher to be the central hub of our Managed IT Services team. In this role, you’ll ensure our clients receive timely, efficient support by coordinating service requests, prioritizing tickets, and keeping our technicians productive and on schedule., * 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.

If you thrive in a fast-paced environment, communicate confidently, and enjoy solving logistical challenges, we’d love to hear from you., The ideal candidate will have:

• 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., * 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., If you’re organized, proactive, and ready to help keep a high-performing IT team running smoothly, we’d love to meet you.