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Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Reports To: Service Manager / Operations Manager

Job Summary:

The Dispatcher is the central coordination point for the MSP's technical team. This role is responsible for managing the scheduling and assignment of support tickets, ensuring that client issues are addressed promptly and effectively. The Dispatcher prioritizes tasks based on urgency, client impact, and resource availability while communicating with clients and technicians to ensure service delivery meets expectations.

Ticket Management:

Monitor the service board to ensure all incoming support tickets are logged and categorized correctly.
Prioritize and assign technician tickets based on urgency, SLA requirements, and team skill sets.
Continuously update tickets with accurate information, including progress, status, and resolution details.

Scheduling and Coordination:

Schedule on-site and remote support tasks for technicians.
Coordinate resource availability to balance workloads across the team.
Adjust schedules to accommodate emergencies, high-priority tickets, or staff availability changes.

Client Communication:

Act as the primary point of contact for clients regarding ticket status and scheduling updates.
Provide clear and timely communication to clients when delays, escalations, or additional resources are required.
Gather additional details or clarification from clients to support efficient ticket resolution.

Escalation Management:

Identify tickets that require escalation based on technical complexity, SLA thresholds, or client feedback.
Notify team leads, senior technicians, or managers about high-priority or escalated issues.

Service Level Agreement (SLA) Compliance:

Track and ensure tickets are resolved within SLA guidelines.
Proactively identify and address potential SLA breaches by reallocating resources or escalating issues.

Reporting and Documentation:

Maintain accurate records of ticket assignments, technician schedules, and client interactions.
Generate and share reports on ticket statuses, team performance, and SLA compliance.
Document and maintain dispatcher processes to ensure consistency and quality.

Team Support:

Provide administrative support to the technical team, such as managing technician schedules and coordinating with vendors for hardware delivery or repairs.
Act as a liaison between the technical team, management, and clients to ensure smooth communication and operations.

Qualifications:

Required Skills and Experience:

Strong organizational skills with the ability to prioritize and multitask in a fast-paced environment.
Excellent verbal and written communication skills.
Customer service-oriented mindset with a focus on resolving client concerns efficiently.

Preferred Skills:

Very basic understanding of IT concepts, such as networking, servers, and software troubleshooting.

Work Environment:

Primarily office-based, with remote work flexibility as determined by company policy.

Compensation: $15.00 - $20.00 per hour

Our growth isn’t measured in numbers, it’s an investment in aligning with the best talent.

If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast-paced and dynamic. When you work for a local office, you’re part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.

We’re Committed to a People First Culture

Our philosophy is to support small- and medium-sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.

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