Help Desk Operations Coordinator / MSP Dispatcher

SUMMARY

The Help Desk Operations Coordinator (Dispatcher) is the heartbeat of our service desk. You keep the day running — fielding escalation calls, routing tickets to the right technician, and making sure work is moving in real time. This is not a behind-the-scenes coordination role; you are actively engaged throughout the day, removing blockers, managing urgency, and holding the line on process. You will be the first call when something goes sideways and the steady hand that makes sure it gets resolved.

JOB RESPONSIBILITIES

• Ticket Triage and Dispatch — monitor the queue in real time, assign tickets to technicians, and ensure SLAs are not at risk.
  
• Escalation Call Handling — answer incoming client escalation calls and coordinate resolutions with the technical team.
  
• Quality Assurance — verify that automation routing, assignments, and scheduling are executing correctly throughout the day.
  
• Onsite and 3rd Party Contractor Scheduling — coordinate field visits and external vendor scheduling as needed.
  
• Board Management — manage the help desk board to zero daily, resolving holds and blockers proactively.
  
• GMS Support and Escalations — participate in weekly GMS meetings and manage non-technical client escalations.
  
• Inventory Receiving and Shipping — coordinate incoming and outgoing hardware as needed.
  
• Morning Huddle — run the daily morning huddle with the service desk team.
  
• Backup Coverage — serve as backup for technician onboarding and documentation quality assurance.
  
• Client Academy (Trainual) manages and maintains onboarding and training content as needed.
  

QUALIFICATIONS

• 5+ years of experience in a dispatch or service coordination role, preferably at an MSP.
  
• Enough hands-on IT knowledge to assess ticket severity intelligently — you understand the difference between a password reset and a server outage, and you triage accordingly.
  
• Experience with help desk ticketing systems; familiarity with ConnectWise Manage PSA is a plus.
  
• Comfortable reading and interpreting technical notes, alerts, and escalations without needing everything translated for you.
  
• Strong written and verbal communication skills — you can translate urgency to a technician and calm to a client in the same breath.
  
• You have a high sense of urgency without losing precision. You know the difference between fast and sloppy.
  
• Real-time ticket triage and dispatch — assigning the right ticket to the right technician at the right time.
  
• Ability to manage multiple open queues simultaneously without losing track of priority or SLA risk.
  
• Strong customer service orientation, including de-escalating client frustration on live calls.
  
• Ability to communicate clearly with both technical staff and non-technical clients.
  
• Attention to detail in ticket documentation, scheduling, and follow-through.
  
• Familiarity with help desk and PSA platforms; ConnectWise Manage experience preferred.
  
• Ability to follow and enforce detailed operational processes, and flag when something is off.
  
• Collaborative — you work well across a team and don't hoard context.
  
• You thrive in a structured, process-driven environment and believe that following well-defined workflows leads to the best results.
  
• You take ownership of your work, hold yourself accountable, and seek out candid feedback as a tool for growth.
  
• You embrace continuous improvement and adapt readily when roles and processes evolve.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.