Client Support (Dispatcher)

POSITION SUMMARY

The Client Support (Dispatcher) role is responsible for coordinating, scheduling, and routing service requests to appropriate technical resources to ensure timely resolution and adherence to service level agreements (SLAs). This position serves as the central point of coordination between customers, technicians, and internal teams, ensuring efficient workload distribution, clear communication, and seamless service delivery.

Job Duties

• Monitor and manage incoming service requests via phone, email, and ticketing systems
• Accurately categorize, prioritize, and assign tickets based on urgency, impact, and resource availability
• Schedule onsite service visits while coordinating customer availability and expectations
• Continuously adjust technician schedules to accommodate urgent or high-priority issues
• Monitor ticket queues and proactively rebalance workloads during peak periods
• Act as the primary liaison between customers and technical staff
• Communicate updates, scope changes, and special instructions clearly to technicians
• Track technician check-in and check-out activity for onsite engagements
• Ensure all tickets are properly documented with accurate notes, status updates, and time entries

Additional Skills & Competencies

• Strong attention to detail and follow-through
• Ability to prioritize competing demands effectively
• Customer-focused mindset with a commitment to service excellence
• Team-oriented with the ability to collaborate across departments

Qualifications

• 3 years' experience in an MSP, service desk, or technical coordination role
• Strong organizational and multitasking skills
• Excellent written and verbal communication
• Ability to remain calm and effective under pressure
• Experience with PSA tools (ConnectWise, ServiceNow, or similar)

Benefits

• 401(k) matching
• Cell phone reimbursement
• Dental insurance
• Disability insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Mileage reimbursement
• Paid time off
• Paid training
• Vision insurance

Compensation Details

The Salary range for this position is $20.00 per hour - $23.00 Per hour