Service Desk Dispatcher at Sourcefit

Job Overview
The Service Desk Dispatcher is responsible for coordinating and managing service requests to ensure efficient delivery of technical support services. This role serves as the primary point of contact for customers regarding service coordination and scheduling. The position involves managing ticket workflows, prioritizing requests, coordinating technical support staff schedules, and ensuring that service level agreements (SLAs) are met. The ideal candidate has experience in Managed Service Provider (MSP) environments, strong organizational skills, and the ability to manage multiple support requests while maintaining excellent customer service.

Job Details
Work setup: Work from home
Schedule: Monday to Friday | 12:00 PM – 9:00 PM EST | PH Timezone
Training Schedule: Monday to Friday | 9:00 AM – 6:00 PM EST (first 2 weeks)
Holiday: Will follow US holidays

Responsibilities

• Act as the primary point of contact for customers to coordinate service delivery.
• Manage and schedule technical support staff using the ConnectWise calendar to maximize resource utilization.
• Pre-process service requests received through email, phone, chat, or manual entry.
• Create and manage service tickets for technical support teams.
• Prioritize service requests based on urgency, importance, and SLA requirements.
• Monitor remote monitoring and management (RMM) alerts and respond accordingly.
• Track the availability and location of technical support staff to ensure timely support delivery.
• Coordinate scheduling for routine, on-demand, and emergency service requests.
• Maintain the Dispatch Portal to accurately reflect scheduled work and staff availability.
• Ensure the ConnectWise calendar accurately reflects staff status, including on-site, remote, or out-of-office assignments.
• Communicate with clients and internal teams to ensure efficient scheduling and resolution of support requests.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Generate reports on resource utilization and service request completion for the Service Desk Manager.
• Provide basic technical support for simple or quick requests when possible.
• Maintain accurate documentation of all service requests and updates within the ticketing system.

Qualifications

• Experience working within an MSP (Managed Service Provider) environment preferred.
• Familiarity with ticket lifecycle management, dispatch workflows, and SLA management.
• Experience using ConnectWise or similar service management platforms.
• Strong organizational and scheduling skills with the ability to manage multiple tasks simultaneously.
• Excellent verbal and written communication skills with strong customer service orientation.
• Experience monitoring and responding to RMM alerts and notifications.
• Basic knowledge of Windows desktop support and end-user computing.
• Familiarity with Microsoft 365 / Office 365 user management.
• Ability to work effectively in a fast-paced support environment while maintaining attention to detail.