IT Dispatcher
IT Dispatcher
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Job Description
The Dispatcher at The 20 plays a critical role in managing service coordination scheduling technical resources and supporting administrative functions within a fast-paced MSP environment. This role requires strong organizational skills attention to detail and a commitment to quality service. The ideal candidate is proactive reliable and thrives in a structured team-oriented setting.
Responsibilities Include but Not Limited To:
- Manage and maintain the dispatch calendar for technical support and project teams
- Schedule and coordinate appointments between clients engineers and vendors
- Monitor service tickets and ensure timely updates to move them toward resolution
- Communicate effectively with clients vendors and internal teams regarding scheduling ticket status and service expectations
- Create and maintain documentation related to dispatch procedures and workflows
- Support general administrative tasks and contribute to operational efficiency
- Assist in identifying and improving dispatch and scheduling processes
- Ensure all activities align with The 20s commitment to quality service delivery
Required Skills & Experience:
- Prior dispatch experience in an IT environment or with a Managed Service Provider (MSP)
- Exceptional organizational skills with the ability to manage competing priorities
- Detail-oriented with a focus on accuracy and follow-through
- Comfortable using ticketing systems and managing technician workflows
- Excellent written and verbal communication skills
- Strong sense of accountability and a proactive work ethic
- Ability to document processes clearly for team use and future reference
Preferred Skills Competencies & Knowledge:
- Experience with PSA or RMM tools (e.g. Kaseya BMS ConnectWise)
- Familiarity with service documentation platforms such as IT Glue
- Understanding of IT service environments and the MSP business model
- Process-oriented mindset with a desire to continuously improve operations
Qualifications:
- High school diploma or equivalent (associates or bachelors degree preferred)
- 12 years of experience in a dispatcher coordinator or administrative support role (MSP experience strongly preferred)
- Relevant certifications or training in IT service coordination are a plus
Physical Demands: The physical demands below describe the essential job functions needed to complete this job.
- Consistent hand and finger dexterity necessary to operate computer equipment
- Consistently required to sit stand walk talk hear and see
- Routine use of hands to type
- Occasional need to stoop kneel crouch twist crawl reach and stretch
- Occasional need to walk around the office
- Consistent vision abilities required; close vision depth perception and ability to focus
- May require travel dependent on company needs.
- Occasional need to lift and/or move up to 30 pounds
Affirmative Action/EEO statement:
It is the policy of The 20 LLC. to offer Equal Employment Opportunity to all qualified applicants regardless of race color creed religion national origin sex age disability genetic infuriate or any other status protected by federal state or local laws.
The statements contained in this job description are intended to describe the general nature and level of work being performed by associates assigned to the job. They are not intended to be interpreted as an exhaustive list of all responsibilities duties and skills required of the individual(s) holding this position. Work involves sitting most of the time. Walking and standing are required only occasionally and all other sedentary criteria are met.
Employment Type
Full Time
