Ticket Dispatcher

Ticket Dispatcher
RightClick Professional Services | Full-Time | Remote

About RightClick
RightClick is an integrated IT services and talent firm serving small and mid-size businesses across the New York City and Connecticut metro area. We operate two lines of business: RightClick Technology, which delivers managed IT services, cybersecurity, and AI enablement, and RightClick Talent, which provides staffing and recruiting solutions. We are a tight-knit team that takes its work seriously and holds itself to a high standard of service.


The Role
The Ticket Dispatcher is the operational nerve center of our support team. You will own the queue from the moment a ticket is received: triaging it, assigning it to the right technician, handling low-level issues yourself, and tracking every open item to make sure nothing slips past an SLA deadline.

This is not a passive queue-watching role. You will need to understand what each technician is working on at any given time, know their capabilities, and make judgment calls about priority and assignment throughout the day. When SLAs are at risk, you will be the one following up with technicians and escalating appropriately. You will also be the first point of written communication with clients for routine tickets, so your written communication must be clear, professional, and prompt.


What You Will Do

• Monitor the ticket queue in Autotask throughout the day and ensure every inbound ticket is triaged, prioritized, and assigned without delay.
• Apply judgment to ticket assignment based on technician workload, skill set, and ticket complexity. A loose prioritization framework will be provided, but you will be expected to think and adapt in real time.
• Handle low-level tickets directly, including password resets and similar tasks, using Microsoft 365 and Active Directory.
• Communicate with clients in writing to confirm ticket receipt, provide status updates, and confirm resolution. Your communication must be clear, accurate, and professional.
• Track open tickets against SLA commitments and follow up proactively with technicians to ensure timely resolution. If an SLA is at risk, you escalate.
• Maintain accurate and up-to-date ticket records in Autotask, including documentation of status changes, notes, and resolutions.
• Support the Service Delivery Manager with queue visibility and reporting as needed.
• Be available for occasional holiday coverage when client support needs require it.

What We Are Looking For
Required

• Exceptional organizational skills. You manage multiple moving pieces simultaneously and nothing falls through the cracks.
• Strong written communication. You write clearly and professionally. Clients will judge RightClick by what you put in front of them.
• Working knowledge of Microsoft 365 and Active Directory, including basic user administration tasks.
• A personality that fits a fast-moving, service-driven environment. You are composed under pressure, take ownership, and follow through.
• Comfort working independently in a fully remote setting. You do not need to be told what to prioritize. You figure it out.
• Confidence following up with colleagues. When a technician is running behind on an SLA, you need to be willing to say so without hesitation.

Preferred

• Prior experience in a Managed IT Services (MSP) environment, in any capacity.
• Familiarity with Autotask PSA or a comparable professional services automation tool (ConnectWise, HaloPSA, etc.).
• Experience with IT Glue or a similar documentation platform.
• Entry-level IT support background or equivalent coursework or certifications.

What We Offer

• Competitive base salary based on experience.
• Fully remote position.
• A defined career path. This role is a natural steppingstone into technical support role as RightClick grows.
• A collaborative, no-nonsense team that invests in the people who perform.

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