Managed Service Provider Dispatcher Overview Technology Solutions Inc. Fort Wayne, IN Job Details Full-time $45,000 - $50,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Computer operation Teamwork Operating systems Interpersonal skills Managing clients in a customer support role Client services Full Job Description About Overview Technology Solutions Overview Technology Solutions delivers managed IT services and technical support to businesses that depend on technology to run every day. Our engineers resolve issues remotely and on site, backed by clear service level agreements. We win by being fast, reliable, and easy to work with. Position Summary The Service Dispatcher keeps our engineering team fully and productively booked by dispatching every service request quickly and to the right person. You take in client requests, then assign, schedule, and dispatch engineers for remote or onsite work based on urgency and each client's contracted SLA. You are the client's single point of contact for service requests, so strong client relationships are essential. You also serve as the hub that keeps our internal and field resources coordinated, utilized, and on time. Key Responsibilities Service request intake Act as the single point of contact for clients on all types of service requests. Pre-process incoming requests from email, phone, manual entry, and the client portal. Enter all work as service tickets in ConnectWise with complete, accurate details. Scheduling and dispatch Assign, schedule, and dispatch internal and field engineers on the ConnectWise dispatch portal. Match each request to the engineer with the right skills, based on urgency and contractual SLA. Coordinate across all IT support groups to maximize utilization of billable resources. Escalate any request that cannot be scheduled within the agreed service level. Client communication Keep clients informed of incident progress from intake to resolution. Notify clients of upcoming changes and agreed outages. Deliver fast turnaround on client requests and actively improve client satisfaction. Resource management and reporting Monitor engineer schedules and ensure prompt, accurate time entry on every ticket. Find ways to improve the productivity and usage of IT support resources. Report resource utilization and completed service requests to the Service Manager. Training and teamwork Complete assigned ConnectWise University training and blueprints to master our processes. Work closely with engineers, account managers, and leadership as part of one team. Knowledge, Skills, and Abilities Basic knowledge of computers and operating systems. Strong interpersonal skills, including phone etiquette, clear communication, active listening, and client care. Ability to multitask and adapt quickly when priorities change. Technical awareness to match the right engineer to each technical issue. Working knowledge of the key IT services we support for each client. Understanding of support tools, techniques, and how technology delivers IT services. Fast, accurate typing for quick entry of service request details. Self-motivated and comfortable in a fast-moving environment. Credentials and Experience Required Previous experience in client service or a phone-based support role. Familiarity with computer system support terminology and concepts. Preferred Experience in a managed service provider (MSP) or IT help desk environment. Hands-on use of ConnectWise or a similar PSA ticketing and dispatch platform. Career Growth and Promotion Advancement is based on measurable impact.

We look for:

Consistently strong, positive feedback from clients. Consistently strong, positive feedback from engineers. Active referral and recruiting of high-quality engineers to the team. High utilization of the engineering team's time.

Pay:

$45,000.00 - $50,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person