Service Desk Dispatcher

Service Desk Dispatcher

We're searching for a motivated and detail-oriented Service Desk Dispatcher to join our growing managed service provider (MSP) team at Premier Networx! This critical role serves as the central hub for coordinating and scheduling our technical team to respond to client service requests. You'll be the first point of contact for incoming tickets, ensuring fast, efficient, and high-quality service delivery to our clients across the greater Augusta area.

Our Culture

At Premier Networx, we believe in continuous learning, accountability, and a team-first mindset. Our people are passionate about technology, and even more passionate about helping others. We value curiosity, clear communication, and a genuine desire to serve.

Our Core Values

• Proactive Ownership Take initiative, assume responsibility, and drive results
• Client Experience First Put client satisfaction and success at the center
• Unrelenting Dedication Deliver excellence even through challenges
• Promises Kept Do what we say and honor our commitments
• Embraces Change Stay adaptable and embrace innovation and growth

What We Offer

• A growth-focused, learning-first environment with paid certifications
• Tailored career development based on your goals and interests
• Generous PTO, holidays, and comp time
• Medical, dental, and vision insurance (including life and disability)
• IRA retirement plan with company match

Your Role as a Service Desk Dispatcher

As the Service Desk Dispatcher, you will play a vital role in ensuring the efficiency and responsiveness of our technical team. You will manage all incoming service tickets, prioritize and schedule work, and coordinate internal resources to meet our SLAs. Your communication skills, attention to detail, and ability to adapt quickly will be key to providing excellent client service and maintaining operational flow within the service desk.

Duties and Responsibilities

• Serve as the first point of contact for client service requests and incidents
• Triage incoming tickets and dispatch tickets submitted via phone, email, or the service portal in line with company policies, processes, and procedures
• Schedule and dispatch service desk and field technicians based on skillset, priority, and availability
• Monitor and adjust technician schedules to ensure maximum resource utilization and SLA compliance
• Maintain accurate ticket notes and escalate issues or scheduling conflicts as needed
• Keep clients informed throughout the lifecycle of their service request, including status updates and changes
• Prioritize service tickets according to urgency and impact
• Coordinate with the Service Desk Manager to report resource utilization and ticket completion rates
• Assist in identifying bottlenecks or inefficiencies in the dispatch process
• Improve team productivity by optimizing technician assignments and reducing idle time
• Work with technicians to support and champion policies, processes, and procedures to ensure effective and efficient ticket handling.

Experience and Qualifications

• 1 year of work directly in dispatch, coordination, or 2 years of administrative support role preferred (MSP or IT services experience is a plus)
• Strong multitasking skills with the ability to adapt quickly in a fast-paced environment
• Excellent interpersonal and communication skills, including phone and email etiquette as well as teamwork
• Basic knowledge of computer systems, IT terminology, and technical environments
• Familiarity with ticketing systems (ConnectWise or similar tools preferred)
• Strong organizational skills and the ability to prioritize work effectively
• Ability to work both independently and collaboratively with a team
• Commitment to delivering excellent client service and consistent follow-through

Other Requirements

• Regular, reliable on-site attendance in our Augusta office (this is not a remote position)
• Ability to pass a background check
• Typing proficiency for fast and accurate ticket entry

Why Work With Us?

• Be a central part of the engine that keeps the service desk running smoothly
• Grow your skills in a fast-paced IT services environment
• Gain exposure to technical operations and career growth opportunities within a growing MSP
• Work in a supportive and team-driven culture that values excellence and client satisfaction

If you're highly organized, love keeping things running like clockwork, and enjoy working in a tech-forward environment, apply today and become an integral part of the Premier Networx family!