Service Call Dispatcher

Description:

Role Summary The Service Dispatcher ensures customer requests are acknowledged quickly and routed to the right technician at the right time. This role is administrative (no technical troubleshooting required) and focuses on queue monitoring, scheduling, communication, and SLA adherence across a managed IT service desk. Role Tasks Monitor intake channels (phone, shared inboxes, ticket queues) and create/validate tickets with accurate contact, site, category, and priority. Dispatch & schedule technicians based on availability, skills, location, and SLA/priority; coordinate calendars and send confirmations. Acknowledge all requests promptly, set expectations/ETAs, perform follow-ups, and handle reschedules. Prioritize work (P1/P2 incidents, outages, VIPs) according to playbooks; escalate to the Service Desk Coordinator/Team Lead when thresholds are met.

Maintain clean data:

required ticket fields, time entries present, work types/board/status set correctly, correct client/site mapping. Track real-time status of technicians (in call, onsite, remote, in transit), proactively re-balance assignments to protect SLAs. Coordinate logistics for onsite dispatch (access instructions, point of contact, vendor RMAs, shipping/pickup, parts availability). Close tickets administratively (confirmation of resolution, documentation present, customer follow-up sent, surveys triggered). Contribute to playbooks/SOPs; suggest improvements to intake, triage, and dispatch workflows.

Requirements:

1+ year in dispatching, scheduling, call center, coordinator, or receptionist roles (MSP/service desk experience is a plus but not required). Clear, professional phone and written communication; calm under pressure and customer-centric. Multi-tasking & prioritization skills; comfortable juggling phones, inbox, and live board simultaneously. Experience with ticketing/scheduling tools (Microsoft Dynamics/ConnectWise Manage preferred; other tools acceptable). Proficient with Microsoft 365 (Outlook, Teams, Excel); typing speed =45 WPM. Schedule flexibility to cover an 8-hour shift between 7:00am-7:00pm ET High school diploma or equivalent; background check required.