IT Dispatcher

Accountabilities: Manage high volumes of incoming service requests received through phone calls and online chat, ensuring timely responses and accurate ticket creation. Review incoming tickets in ConnectWise or the relevant ticket management system, identify and remove spam, and ensure requests are correctly categorized and documented. Perform initial ticket triage by clarifying request details, assessing incident scope and impact, and updating ticket fields so technicians can quickly understand and address client needs. Assign and schedule tickets to the most appropriate technicians or engineers based on urgency, availability, skill sets, workload, and service-level agreements (SLAs). Communicate expected response times and resource availability to clients, setting clear expectations and providing updates when service requests require additional coordination. Follow established security procedures, including obtaining written approval from designated client IT contacts before implementing access-related changes when required. Monitor recurring service requests and identify patterns that may indicate broader technical issues, escalating relevant findings to service managers or primary consultants. Assist with basic IT support requests, including password resets and group membership changes, within the scope of authorized responsibilities. Conduct follow-up calls for positively rated service tickets and encourage satisfied clients to share their feedback through appropriate review channels. Forecast support workload requirements, including weekend and after-hours coverage, to support staffing decisions, resource planning, and escalation management. Prepare and maintain schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings. Maintain accurate client information, including engineer assignments, primary contacts, and other operational details. Review open tickets regularly to verify their status, confirm the appropriate client agreements are selected, and ensure every request has an assigned resource and a clear next step. Maintain complete, accurate, and timely ticket notes throughout the dispatch process, ensuring requests are properly tracked and do not fall through the cracks. Collaborate with service desk teams, engineers, managers, and other stakeholders to improve workflows, resolve scheduling challenges, and maintain consistent service quality. Follow organizational policies, confidentiality requirements, and applicable laws while safeguarding client records and sensitive information. Requirements High school diploma or equivalent. At least two years of experience in customer service, dispatching, project coordination, or a related field, or an equivalent combination of education and experience. Previous experience in a call center, dispatch center, telecommunications organization, or IT support environment is preferred. Experience with managed service provider (MSP) dispatching, IT service coordination, or technical support operations is highly desirable. Familiarity with ConnectWise or comparable ticketing and service management platforms is strongly preferred. Ability to assess incoming incidents quickly and accurately, determine their scope and impact, prioritize requests, and assign appropriate technical resources. Strong customer service skills, with the ability to manage client expectations, communicate professionally, and maintain a positive service experience in a high-volume environment. Excellent written and verbal communication skills, including active listening, clear documentation, and effective follow-up with clients and internal teams. Proficiency in Microsoft Office applications, including advanced use of Outlook for email and organizational tracking, and intermediate skills in Excel and Word. Strong organizational and time-management abilities, with the capacity to multitask, prioritize competing demands, meet deadlines, and respond appropriately to urgent requests. Demonstrated attention to detail and commitment to maintaining accurate ticket records, resource schedules, and service management documentation. Ability to work independently, take ownership of issues, exercise sound judgment, and proactively identify opportunities to improve workflows. Strong interpersonal skills and the ability to build productive relationships with clients, technicians, engineers, and other stakeholders. A positive, adaptable, team-oriented mindset, with a willingness to accept feedback, collaborate with colleagues, and grow within the role. Spanish bilingual skills are highly preferred. Must have an existing smartphone running a current version of Android or iOS. Must have a reliable, high-speed internet connection suitable for remote work and video conferencing. Must maintain a dedicated, secure, and private home workspace. Shared work environments, including coworking spaces, are not permitted unless specifically approved. Must use the provided PC and headset to perform job responsibilities and comply with applicable security and confidentiality policies. Must be able to work Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time. Must be comfortable working at a computer for extended periods, using a keyboard, mouse, headset, and other office equipment, while maintaining a safe and ergonomic workspace. Benefits Competitive annual salary: $45,000–$50,000, depending on experience and qualifications. Fully remote work: The flexibility and convenience of working from home within the United States. Comprehensive healthcare: 100% coverage of medical, dental, and vision insurance premiums for you and your family, as described in the benefits package. Retirement savings: A 401(k) plan with a company match of up to 4% of salary. Paid time off: 17 days of paid time off per year, in addition to a separate training allowance. Professional development: Certification and training reimbursement to support continued learning and career growth. Referral bonuses: Opportunities to earn bonuses for referring new clients or employees. Remote-work support: A company-provided PC and headset, with potential cell phone, internet connection, and home office equipment allowances where applicable under company policy. Collaborative work environment: The opportunity to work alongside service desk technicians, engineers, and service management professionals in a client-focused IT services organization. Career development opportunities: The chance to expand your knowledge of IT service management, dispatch operations, ticketing systems, and technical support coordination.