Service Desk Dispatcher

About the Role

Our client, a growing Managed Service Provider (MSP), is seeking a highly organized and customer-focused to join their team. This role is responsible for coordinating incoming support requests, dispatching tickets to the appropriate engineers, and ensuring timely service delivery while meeting established Service Level Agreements (SLAs).

The ideal candidate has previous experience working in an MSP environment, thrives in a fast-paced setting, and excels at multitasking, communication, and customer service.

Key Responsibilities

• Monitor and manage the service desk ticket queue throughout the day.
• Review, triage, prioritize, and dispatch incoming service requests based on urgency, technician availability, and client SLAs.
• Assign tickets to the appropriate engineers according to skill set, workload, and scheduling.
• Coordinate technician calendars for remote and onsite appointments.
• Monitor ticket progress and follow up with technicians to ensure timely resolution.
• Escalate critical or aging tickets to the appropriate teams or management.
• Communicate proactively with clients regarding appointment scheduling, ticket status, and expected resolution times.
• Ensure all tickets are properly categorized, documented, and updated.
• Help maintain service desk efficiency by balancing technician workloads.
• Collaborate with service managers and technical teams to improve operational workflow.
• Maintain a high level of professionalism and customer service during all client interactions.

Qualifications

• Minimum of 2 years of experience in a , Service Coordinator, Help Desk Coordinator, or similar role.
• Previous experience working for a Managed Service Provider (MSP) is required.
• Strong understanding of service desk operations, ticket prioritization, and SLA management.
• Excellent verbal and written English communication skills.
• Strong organizational, time management, and multitasking abilities.
• Ability to remain calm and organized in a fast-paced, high-volume environment.
• Customer-focused mindset with excellent interpersonal skills.
• Ability to work independently while collaborating with distributed technical teams.

Preferred Technical Experience

Experience using one or more of the following platforms is preferred:

• ConnectWise Manage
• Autotask PSA
• HaloPSA
• ServiceNow
• Syncro
• Zendesk
• Freshservice

General understanding of:

• Microsoft 365
• Windows operating systems
• Active Directory
• Basic networking concepts
• Remote support environments