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SUMMARY
The Service Desk Dispatcher isresponsible for real-time intake, prioritization, routing, and coordination ofservice requests to ensure tickets are assigned to the right technician, at theright priority, at the right time. This role is critical to SLA compliance,technician utilization, queue health, and client experience.
The Dispatcher acts as the trafficcontroller of the service desk, maintaining flow, reducing bottlenecks, andensuring work is executed efficiently and consistently with pre-determined MSPstandards. The dispatcher is also responsible for auditing the customeragreements monthly for add, moves and changes within the service level that weprovide.
JOB RESPONSIBILITIES
- Ticket Intake & Triage
- Monitor all incoming tickets via phone,email, portal, and monitoring alerts
- Perform initial triage, validation, andcategorization of tickets based on pre-determined SLEs – both internal andexternal.
- Ensure accurate ticket type, sub-type,priority, and SLA assignment is done on every ticket.
- Identify and escalate P1 / P2 / P3incidents immediately per escalation procedures and SLEs
- Dispatching & Scheduling
- Assign tickets based on:
- Technician skill set & tier
- Workload and availability
- Client priority and SLA
- Urgency and business impact
- Department training guidelines.
- Schedule on-site visits, remote sessions,and follow-ups
- Balance workloads to maximize technicianutilization and throughput based on pre-determined KPIs, data, etc.
- Prevent queue stagnation and aging ticketsbased on company internal 5 pillar rules (first touch in under 15 minutes tothe customer, no ticket is to have more than 2 hours of time by a tech, no techis to have a ticket for more than 5 days, remember to enter complete andaccurate resolution notes, and enter travel time)
- Queue & Workflow Management
- To actively manage and report on:
- Unassigned ticket queues
- SLA timers and breach risks
- Aging and stalled tickets
- At-risk clients
- Reassign or escalate tickets as needed tomaintain service levels
- Enforce ticket hygiene standards (traveltime separation, notes, time entries, status accuracy)
- Assist in ticket closure, and looking foritems that need to be sent to billing for invoicing the customer forparts/labor.
- Communication & Coordination
- Serve as a central communication pointbetween:
- Service Desk Technicians
- Service Delivery Manager
- Account Management (when required)
- Provide status updates to account manager,internal teams and clients when appropriate.
- Ensure proper handoffs between tiers andshifts based on pre-determined policy standards.
- Process & Quality Enforcement
- Ensure adherence to:
- Incident, Request, and Change Managementprocesses
- Client-specific SLAs and support agreements
- Identify recurring dispatch issues andrecommend process improvements
- Support continuous improvement initiativeswithin Service Delivery
- Process & Quality Enforcement
- Ensure adherence to:
- Incident, Request, and Change Managementprocesses
- Client-specific SLAs and support agreements
- Identify recurring dispatch issues andrecommend process improvements
- Support continuous improvement initiativeswithin Service Delivery
QUALIFICATIONS
- Experience in an MSP or IT service deskenvironment
- Working knowledge of:
- PSA tools (e.g., ConnectWise Manage, ITGlue, Datto)
- ITIL-aligned service workflows
- Strong understanding of:
- Ticket prioritization
- SLEs / SLAs
- Technician tiers and skill alignment
- Fluent in English. Including reading,writing and presentation of information, reports, etc., to management and otherteam members
- Exceptional organizational and multitaskingabilities
- Strong attention to detail
- Calm and decisive under pressure
- Clear, professional communication
- Ability to manage competing priorities inreal time
JOB REQUIREMENTS
- Should be willing toaccept a long-term work-from-home arrangement.
- Should be amenable toa permanent night shift schedule.
Details
