Service Desk Dispatcher

This is a remote position.

SUMMARY

The Service Desk Dispatcher is responsible for real-time intake prioritization routing and coordination of service requests to ensure tickets are assigned to the right technician at the right priority at the right time. This role is critical to SLA compliance technician utilization queue health and client experience.

The Dispatcher acts as the traffic controller of the service desk maintaining flow reducing bottlenecks and ensuring work is executed efficiently and consistently with pre-determined MSP standards. The dispatcher is also responsible for auditing the customer agreements monthly for add moves and changes within the service level that we provide.

JOB RESPONSIBILITIES

Ticket Intake & Triage

• Monitor all incoming tickets via phone email portal and monitoring alerts
  
• Perform initial triage validation and categorization of tickets based on pre-determined SLEs both internal and external.
  
• Ensure accurate ticket type sub-type priority and SLA assignment is done on every ticket.
  
• Identify and escalate P1 / P2 / P3 incidents 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 technician utilization and throughput based on pre-determined KPIs data etc.
  
• Prevent queue stagnation and aging tickets based on company internal 5 pillar rules (first touch in under 15 minutes to the customer no ticket is to have more than 2 hours of time by a tech no tech is to have a ticket for more than 5 days remember to enter complete and accurate 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 to maintain service levels
  
• Enforce ticket hygiene standards (travel time separation notes time entries status accuracy)
  
• Assist in ticket closure and looking for items that need to be sent to billing for invoicing the customer for parts/labor.
  

Communication & Coordination

• Serve as a central communication point between:
  
• 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 and shifts based on pre-determined policy standards.
  

Process & Quality Enforcement

• Ensure adherence to:
  
• Incident Request and Change Management processes
  
• Client-specific SLAs and support agreements
  
• Identify recurring dispatch issues and recommend process improvements
  
• Support continuous improvement initiatives within Service Delivery
  

Process & Quality Enforcement

• Ensure adherence to:
  
• Incident Request and Change Management processes
  
• Client-specific SLAs and support agreements
  
• Identify recurring dispatch issues and recommend process improvements
  
• Support continuous improvement initiatives within Service Delivery
  

QUALIFICATIONS

• Experience in an MSP or IT service desk environment
  
• Working knowledge of:
  
• PSA tools (e.g. ConnectWise Manage IT Glue 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 other team members
  
• Exceptional organizational and multitasking abilities
  
• Strong attention to detail
  
• Calm and decisive under pressure
  
• Clear professional communication
  
• Ability to manage competing priorities in real time
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.