Help Desk Dispatcher

Job Description

Job Description

Mavis Tires & Brakes at Discount Prices - Help Desk Dispatcher

We are seeking a highly organized and authoritative Help Desk Dispatcher to act as the "air traffic controller" for our IT support operations. In this dual-focused role, you will be responsible for the end-to-end management of the ticket queue, triaging incoming service requests, and managing technician workflows to ensure maximum resource utilization.

Key Responsibilities

1. Ticket Dispatching & Workflow Coordination

• Ticket Intake & Triage: Serve as the primary point of contact for all incoming service requests. Evaluate the urgency and business impact of issues to accurately prioritize and categorize tickets within the ITSM platform (e.g., ConnectWise, ServiceNow, Remedy).
• Queue Management: actively manage the service board to ensure all tickets are assigned, processed, updated, and closed within stipulated Service Level Agreements (SLAs).
• Technician Utilization: Manage the schedules and workflows of the technical team, assigning tickets based on technician skill set, availability, and geographic location (if applicable) to maximize efficiency.
• Proactive Monitoring: Continuously review queues for "stale," "past due," or neglected tickets to minimize downtime and prevent operational bottlenecks.

1. Incident Lead

• Stakeholder Communication: act as the "voice of the incident." Provide regular, clear, and high-level status updates to management and stakeholders regarding the current state, estimated time to restoration (ETA), and available workarounds.
• Post-Incident Analysis: Lead the closure process by documenting incident details, participating in post-mortem meetings, and contributing to the creation of After Action Reports (AAR) to prevent recurrence.

Required Knowledge, Skills, & Abilities

• Technical Aptitude: A strong fundamental understanding of IT concepts (Windows environments, networking basics, cloud services) to accurately interpret user issues, categorize them, and route them to the correct technical tier.
• ITSM Proficiency: Proven experience navigating and managing ticketing systems such as ConnectWise, ServiceNow, Remedy, Jira, or similar platforms.
• Leadership: The ability to lead a team and maintain composure during high-stress situations. You must be able to make quick, decisive choices during a crisis.
• Communication: Exceptional verbal and written communication skills, with the ability to translate technical jargon into business-friendly updates for stakeholders.
• Organized: Proven ability to manage multiple, competing priorities in a fast-paced environment without letting details slip through the cracks.
• Customer Focus: Strong interpersonal skills to de-escalate client complaints, manage expectations, and maintain high customer satisfaction levels.

Qualifications

Experience: 1–3 years of experience in an IT Help Desk, Managed Service Provider (MSP) environment, or a similar service coordination/dispatch role.

Key Performance Indicators (KPIs)

Success in this role will be measured by:

• Reduced Mean Time to Repair (MTTR): Driving faster resolution through efficient routing.
• SLA Compliance Rate: Ensuring tickets are acknowledged and resolved within agreed timeframes.
• First-Call Resolution Rate: Ensuring tickets are routed to the right person the first time to minimize "ticket bounce."
• Technician Utilization: maximizing billable/active time for the technical team.

Employee Benefits

At Mavis, we understand that our people drive our success. We provide our team members with competitive weekly pay, a good working environment and an excellent combination of additional benefits like health, dental, vision and life insurance, a 401(k) retirement savings plan with employer match, paid vacations, paid personal and sick time, paid holidays, on-the-job training, and opportunities for career growth and advancement.

Candidates can apply online at For any questions, you can call our Recruitment toll free # at View phone number on ziprecruiter.com. #ZR

Mavis is an Equal Opportunity Employer

Consistent with our commitment to the principle of equal employment opportunity for all individuals, we enforce a zero-tolerance policy on discrimination at Mavis. Employment decisions are made without regard to an applicant's or employee's actual or perceived race, color, religion, creed, sex, pregnancy, sexual orientation, national origin, age, ancestry, ethnicity, disability, citizenship, alienage, marital status, domestic or civil union partnership status, familial status, caregiver status, military or veteran status, transgender status, gender identity or expression, genetic information, predisposing genetic characteristic, status as a victim of domestic violence, stalking and sex offenses, or any other status protected by applicable federal, state or local laws, regulations or ordinances. Exceptions or modifications to certain job duties and/or expected schedules may be provided for an employee who needs a reasonable accommodation for: (a) a sincerely held religious belief, observance or practice that conflicts with the expected schedule for a position; or (b) an otherwise qualified individual with a disability, unless such accommodation poses an undue hardship on our business, in accordance with applicable federal, state and local laws. Additional information is available by contacting View email address on ziprecruiter.com .

We will endeavor to make a reasonable accommodation / modification to the known physical or mental limitations of a qualified applicant with a disability to assist in the hiring process, unless the accommodation would impose an undue hardship on the operations of our business, in accordance with applicable federal, state and local laws. If you believe you require such assistance to complete this Application for Employment or to participate in the interview process, please contact our Employee Experience team at View phone number on ziprecruiter.com. We also will endeavor to provide reasonable accommodation for a job applicant's or an employee's sincerely held religious beliefs, observances, or practices that conflict with a work requirement unless the accommodation poses an undue hardship to our business, in accordance with applicable federal, state and local laws. If you believe you require such an accommodation, please contact our Employee Experience team at View phone number on ziprecruiter.com. In addition, applicants may report any instances of perceived discrimination through HRConnect either by calling toll-free at View phone number on ziprecruiter.com or by sending an email to View email address on ziprecruiter.com .