Dispatcher

Job Description

Job Description

Benefits:

• 401(k) matching
• Competitive salary
• Dental insurance
• Employee discounts
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Tuition assistance
• Vision insurance

About TeamLogic IT

TeamLogic IT is a national provider of technology services and solutions. We help our customers with their current and future IT needs by delivering solutions that assure high availability, security, and flexibility for their IT infrastructure.

With more than 300 locations across North America and more than 1,500 technicians, thousands of businesses consider us their trusted technology advisor. We fill a void in the marketplace because we understand business and technology and can help our clients leverage technology to their advantage. Our philosophy is simple – we work with you the way we’d want someone to work with us.

TeamLogic IT has received a number of awards and recognitions in the franchise and managed services industries, and we’re proud of our reputation for exceptional customer service. Ready to join a leading MSP? Contact TeamLogic IT.

Overview

The Service Desk Dispatcher plays a crucial role in ensuring that client service requests are handled efficiently and effectively. As the first point of contact for incoming support tickets, the Dispatcher is responsible for prioritizing, assigning, and scheduling technical resources to address client needs. The role requires strong organizational skills, excellent communication, and a customer-focused approach to ensure timely resolution of IT support issues.

This role is ideal for candidates with experience in IT service coordination, dispatching, or customer service within a Managed Service Provider (MSP) environment.

Responsibilities

Service Request & Dispatch Management

• Serve as the primary point of contact for all client service requests.
• Gather detailed information from clients to classify tickets as incidents or service requests and assign appropriate priority levels.
• Assign, schedule, and dispatch tickets to engineers based on urgency, technical complexity, and contractual service level agreements (SLAs).
• Continuously monitor open service requests, ensuring prompt follow-ups and resolution.
• Escalate service requests that cannot be scheduled within agreed service levels.

Resource Coordination

• Schedule and manage internal and field technical resources using Autotask PSA.
• Balance workloads across the engineering team by optimizing schedules and adjusting assignments as needed.
• Track technician availability and ensure proper allocation of resources.
• Support onsite service work by coordinating and scheduling customer appointments[KG3] [PR4] .

Client Communication & Customer Service

• Keep clients informed of ticket progress, status changes, and expected resolution timelines.
• Ensure quick turnaround of service requests while maintaining excellent customer service.
• Address and escalate customer concerns appropriately to ensure resolution.
• Improve client service perception and satisfaction through proactive communication and follow-ups.

Service Desk Operations & Reporting

• Ensure accurate logging of all service requests in the ticketing system.
• Monitor and ensure engineers enter time and documentation accurately in Autotask PSA.
• Generate and distribute service level performance reports to management.[KG5] 
• Maintain accurate records of service requests, dispatch activities, and resolution statuses.