Dispatch & Quality Control Lead (IT Services)

Job Description Job Description The Dispatch & Quality Control Lead (IT Services) is a senior operational role that requires a strong IT foundation paired with disciplined service coordination and quality enforcement. This role serves as the command center for our managed services operation. You will leverage your technical understanding of IT environments, incidents, and service delivery to make informed decisions about prioritization, routing, escalation, and quality, not simply pass tickets along. You are expected to understand what is being reported, why it matters, and how it should be handled to protect client systems, SLAs, and technician efficiency. This position requires technical judgment, calm authority, and the confidence to enforce process in a fast‐paced IT support environment. Primary Responsibilities: Technical Dispatch & Triage Act as the primary intake point for all inbound IT service requests Use your IT knowledge to accurately assess issues such as outages, security concerns, system degradations, and user-impacting incidents Create detailed, technically sound service tickets with appropriate priority, classification, and context Triage and assign tickets based on technical complexity, client environment, urgency, and SLA requirements Rebalance workloads throughout the day to ensure the right technician is working the right issue at the right time Quality Control & Service Integrity Review tickets and updates for technical accuracy, clarity, and completeness Ensure work performed aligns with service standards, client contracts, and best practices Confirm that follow-up communication clearly explains status, next steps, and resolution—no vague or incomplete updates Identify recurring technical issues, documentation gaps, or process breakdowns and escalate appropriately Prevent clients from being left without visibility or understanding of their IT issues Client & Technician Communication Translate technical issues into clear, professional communication for clients Set accurate expectations around impact, timelines, and next steps using IT context—not guesses Serve as the technical communication bridge between clients, technicians, and operations leadership De-escalate technical incidents calmly while reinforcing proper procedures and boundaries Ensure technicians receive complete and accurate information before work begins Operational & On-Call Leadership Manage technical on-call schedules and ensure after-hours issues are routed appropriately Support incident response and coordination during outages or critical events Maintain confidentiality, professionalism, and discretion with sensitive client and security information Act as a steady technical authority during high-pressure or high-impact situations What We’re Looking For: Required Qualifications IT background in support, systems, networking, or managed services Strong understanding of common IT issues, incident severity, and escalation paths Excellent verbal and written communication skills, including technical explanation Confident, professional demeanor with natural authority Ability to make decisions quickly and accurately under pressure Strong accountability, discretion, and attention to detail Process-oriented mindset with the ability to enforce standards consistently Comfortable saying “no” when technical or contractual boundaries require it Preferred Qualifications MSP or help desk experience in a dispatch, lead, or senior support role Familiarity with ticketing systems such as Autotask, ConnectWise, or similar platforms Working knowledge of SLAs, IT service delivery workflows, and escalation management Experience performing ticket review, QA/QC, or operational oversight in an IT environment Company Description We are a fast-growing IT solutions provider specializing in managed services, cloud technologies, cybersecurity, and strategic IT consulting. With over 25 years of industry experience, we empower businesses to thrive through innovative technology and expert support. Company Description We are a fast-growing IT solutions provider specializing in managed services, cloud technologies, cybersecurity, and strategic IT consulting. With over 25 years of industry experience, we empower businesses to thrive through innovative technology and expert support.