IT Managed Services Dispatcher

Kraft Kennedy is a multidisciplinary consulting firm with expertise in technology strategies, application specialties, managed services and proactive support, technology and management consulting, and technology infrastructure. Combining this knowledge, our focused teams are dedicated to meeting the needs of our clients.

If you are looking for a place where teamwork, client service, integrity, excellence, professionalism and continuous learning are core values, then Kraft Kennedy may be the place for you.

The Support Practice Group of Kraft Kennedy is seeking applicants for the full‑time position of Technical Dispatcher. You must live in one of these locations to be considered for this remote position (Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, DC, Kentucky, Pennsylvania, Ohio, Virginia or Washington).

The hours are 12 pm to 9pm.

Overview

Kraft Kennedy is looking for a talented and driven individual to join our Service and Support division to be responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. This full‑time position reports to the Service Manager and will work closely with co‑workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process.

Roles And Responsibilities

• Act as first point of contact to the customer for all types of service requests
• Balance incoming work with available team members to maximize team utilization
• Pre-process service requests as they arrive through email, phone, manual entry, or direct customer input, including detailing the technical components of the problem and gathering information from remote monitoring tools
• Schedule internal and field technical resources on the ConnectWise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service requests that cannot be scheduled within agreed service levels
• Enter all work as service tickets into ConnectWise

Requirements

• Experience with technology Managed Service Providers
• Very organized and detail oriented, with a high degree of accuracy and follow up
• Experience working at a managed service provider as a dispatcher is preferred
• Experience with ConnectWise is preferred
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer‑care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provide
• Self‑motivated with the ability to work in a fast‑moving environment

The base pay for this position has a salary range of $45,000 to $50,000. The actual salary offer will take into account a wide range of factors including the individual's qualifications, experience as well as location. In addition, certain positions are eligible for bonuses.

Kraft Kennedy is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status or any other characteristic protected by law.

Benefits

Why join us?

• Family oriented team environment with strong emphasis on work life balance
• Medical, dental, HSA, life and long‑term disability insurance
• 401k with company match
• Phone reimbursement
• Holidays/vacation/sick days
• Cutting edge training on the latest technologies
• Employee referral bonus program