Service Desk Coordinator / Dispatcher (MSP):
We are globally ranked Managed IT Services Provider that delivers best-in-class IT management services to companies ranging from small to enterprise size. This is a full-time, permanent position with a hybrid WFH schedule, full benefits, and opportunities for advancement.
Our current opening is for a Service Desk Coordinator / Dispatcher (MSP) who is ready to bring organization, efficiency, and a client-centric approach to our help desk operations. This role is integral to our support structure, managing service tickets, technician assignments, and client communications to ensure seamless service and optimal resource utilization.
The Service Desk Coordinator / Dispatcher (MSP) must have previous MSP experience and worked with common MSP PSA tools such as Autotask, ConnectWise or Kaseya BMS. Autotask is highly preferred.
Service Desk Coordinator / Dispatcher (MSP) Responsibilities:
- Ticket Management: Assign and update service ticket priority levels in line with company standards and client feedback using Autotask.
- Client and Team Coordination: Collaborate with clients, support staff, and management to prevent scheduling conflicts, ensuring smooth service delivery.
- Scheduling and Resource Allocation: Monitor the availability and location of technical support staff, maximizing schedule efficiency and ensuring prompt responses to client needs.
- Service Escalation: Escalate complex issues or client complaints to the Service Desk Manager (SDM) as needed, ensuring timely and effective resolutions.
- System Efficiency: Oversee help desk processes to maintain efficiency, reviewing and prioritizing outstanding support requests, and ensuring the correct resources are assigned to meet client expectations.
Service Desk Coordinator / Dispatcher (MSP) Benefits:
- Medical, Dental, and Vision Insurance
- 401(k) with company match
- Hybrid WFH
- PTO + 12 Paid Holidays Annually
- Cell Phone Allowance
- Company computer
- WFH equipment provided (Headset, monitors, etc)
