MSP Dispatcher (FS) at Helpware

Position Overview:

We are seeking a highly organized, communication-focused MSP Dispatcher to join our Service Desk team. In this role, you will oversee the flow of service requests, ensuring tickets are accurately prioritized, assigned, and resolved in a timely manner. Acting as the central coordinator between clients and technicians, you will help maintain an efficient support operation while fostering a consistently positive service experience.

Primary Responsibilities:

· Review and triage incoming tickets for completeness, accuracy, and appropriate priority.

· Apply priority levels based on business impact and client SLAs.

· Assign tickets to technicians based on skillsets, workload, and availability.

· Manage the daily service schedule, including onsite visits and urgent escalations.

· Monitor SLA timers and escalate potential breaches.

· Ensure active tickets receive timely updates and clear next steps.

· Communicate with clients to acknowledge requests, provide updates, and set expectations.

· Facilitate communication between clients and technical staff as needed.

· Identify recurring issues or process gaps and raise them to leadership.

· Support basic reporting and maintain organized service desk data

· Efficient, predictable daily operations within the service desk.

Qualifications:

● 1–3 years of experience in an MSP, IT helpdesk, service coordination, or customer service role preferred.

● Strong organizational and multitasking skills.

● Excellent verbal and written communication with a calm, professional tone.

● Understanding common IT issues and MSP workflows (or willingness to learn quickly).

● Ability to follow structured processes for prioritization and ticket routing.

● Comfortable working in a fast-paced, dynamic environment.

● Experience with PSA tools such as ConnectWise, Autotask, or HaloPSA is preferred.

● Consistently high SLA compliance.

● Clear, timely communication with clients and internal teams.