THE ROLE

We are seeking a highly organized and client-focused Service Desk Dispatcher to join our Service and Support team. In this role, you will serve as the central point of coordination for all incoming service requests. You will be responsible for the efficient scheduling and dispatching of technical resources—both remote and onsite—ensuring alignment with service level agreements (SLAs), client expectations, and internal resource availability.

This position requires strong communication and multitasking skills, a working understanding of IT service delivery, and a commitment to outstanding customer service. You will work closely with service engineers, clients, and management to ensure smooth and timely resolution of technical issues.

Essential Functions

Client Communication and Service Coordination:

• Act as the primary point of contact for clients regarding service requests.
• Ensure all service requests are logged accurately and processed efficiently.
• Maintain consistent communication with clients on ticket status, updates, and any expected delays or outages.
• Enhance client satisfaction through responsiveness, professionalism, and proactive communication.
  
  

Dispatching And Scheduling

• Evaluate incoming service requests for urgency, priority, and required expertise.
• Schedule and dispatch internal and field service engineers accordingly, leveraging Kaseya BMS or other PSA tools.
• Balance workload across technical teams to maximize resource utilization and maintain SLA compliance.
• Escalate unresolved or unscheduled requests appropriately when capacity or timelines are at risk.
  
  

Ticket And System Management

• Enter and manage all service requests and work activities as tickets in Kaseya BMS. Monitor technician schedules and follow up to ensure prompt time entries and ticket updates.
• Track service delivery metrics and report resource utilization and ticket progress to the Service Manager.
• Assist with service workflow improvements by completing system training and adhering to documented processes.
  
  

Team Collaboration and Process Optimization

• Work closely with other departments to coordinate resources and streamline service delivery.
• Identify recurring issues or scheduling challenges and propose improvements.
• Support the development of internal service standards and best practices.
  
  

Qualifications

• Basic computer and operating system knowledge
• Excellent communication and interpersonal skills, including:
• Telephony skills
• Active listening
• Client care and professional communication
• Ability to multi-task and adapt to changes quickly
• Technical awareness with the ability to match resources to technical issues appropriately
• Service awareness of all key IT services supported by the organization
• Understanding of support tools, techniques, and how technology is used to deliver IT services
• Strong typing skills to ensure quick and accurate entry of service request details
• Self-motivated and able to thrive in a fast-paced environment
  
  

Credentials And Experience

• Prior experience in client service or phone-based support roles
• Familiarity with computer system support terminology and concepts
• ****Previous experience in a Managed Service Provider (MSP) environment is a major plus
• Experience with service delivery tools and systems, including:
• Remote Monitoring and Management (RMM)
• Professional Services Automation (PSA)
• Ticketing systems