Job Title: Dispatcher (Service Coordinator)
Department: Service and Support
Reports to: Service Manager
Employment Type: Full-Time
General Summary:
The Dispatcher (Service Coordinator) is a critical member of the Service and Support team, responsible for optimizing the scheduling and dispatch of internal and field technical resources to deliver exceptional managed IT services. This role ensures efficient coordination of service requests, adherence to contractual Service Level Agreements (SLAs), and outstanding client satisfaction through proactive communication and effective resource management.
Position Responsibilities:
- Serve as the primary point of contact for clients submitting service requests via phone, email, client portal, or automated systems.
- Intake, prioritize, and process service requests in the ConnectWise Manage platform, ensuring accurate documentation and categorization (e.g., break-fix, maintenance, or project-related tasks).
- Assign and schedule service tickets to appropriate internal or field technicians based on skillset, availability, geographic proximity, and SLA requirements.
- Monitor and manage technician schedules in real-time to maximize billable utilization and ensure timely resolution of service requests.
- Communicate with clients to provide updates on ticket status, resolution timelines, and any planned maintenance or outages.
- Escalate critical or unresolved tickets to the Service Manager or escalation team when SLAs are at risk.
- Coordinate with other MSP teams (e.g., NOC, helpdesk, project teams) to ensure seamless service delivery and resource alignment.
- Maintain accurate time entries and ticket updates in ConnectWise to support billing, reporting, and SLA compliance.
- Identify opportunities to improve dispatch processes, reduce response times, and enhance client satisfaction.
- Complete assigned training on ConnectWise University to master MSP workflows, ticketing processes, and best practices.
- Generate and report key metrics (e.g., ticket resolution times, technician utilization, SLA adherence) to the Service Manager.
Knowledge, Skills, and Abilities:
- Exceptional interpersonal and communication skills, with a client-centric approach to phone and email interactions.
- Ability to prioritize and multitask in a fast-paced environment while maintaining attention to detail.
- Technical aptitude to understand IT issues (e.g., networking, hardware, software, cloud services) and match them to appropriate technician skillsets.
- Familiarity with SLA-driven service delivery and the importance of meeting contractual obligations.
- Strong organizational skills and the ability to adapt to changing priorities or urgent client needs.
- Typing proficiency for rapid and accurate ticket documentation.
- Self-motivated, team-oriented, and committed to delivering high-quality service.
Credentials and Experience:
- 1-3 years of experience in a client-facing role or service coordination.
- Prior experience with ConnectWise Manage or similar PSA/ticketing systems is a plus.
- Familiarity with managed IT service workflows, ITIL principles, or MSP operations is a plus.
- High school diploma or equivalent required; associate’s or bachelor’s degree in IT, business, or a plus.
Job Type: Full-time
Pay: From $21.00 per hour
Expected hours: 40 per week
Benefits:
- Employee assistance program
- Extended health care
- On-site parking
Flexible language requirement:
- French not required
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Expected start date: 2025-06-16
