Job Description
Job Description
Salary : $25-$30
The IT Dispatcher plays a critical role in ensuring the smooth delivery of technical support and services within a Managed Service Provider (MSP) environment. Acting as the central point of coordination, the dispatcher manages the flow of service requests, assigns tickets to the right technicians, balances workload across the team, and ensures a timely resolution for clients. The role requires a blend of organizational skill, technical understanding, and customer service awareness.
Key Responsibilities :
- Service Requests Management
Receive, log, and categorize all incoming client service requests (via phone, email or ticketing system)
Ensure tickets contain complete, accurate information and are prioritized based on urgency , SLA, and business impactRoute tickets to the appropriate technician, based on skill set, availability, and client requirements.Monitor ticket queues in real timeMaintain an inventory of IT equipmentOther administrative duties as assignedScheduling and CoordinationSchedule remote and onsite service appointments, ensuring efficient use of technician time
Adjust technician schedules dynamically as urgent issues or escalations arriveTrack technician availability, vacation, work load balanceServe as the main contact point between clients and technicians for scheduling updates and expectationsCommunication and Customer ServiceProvides clients with timely updates on ticket status, technician arrival, or scheduling changes
Ensure clear communication of SLAs, expected timelines, and next stepsEscalate high-priority issues to service managers or senior staff when necessaryMaintain a professional, client focused demeanor in all interactionsProcess and DocumentationEnsure proper documentation of issues, troubleshooting steps, and resolutions in the ticketing system
Follow SOPs for ticket handling and escalationsAssist in identifying recurring issues or patterns for proactive resolutionsContribute to process improvements around dispatch, scheduling, and resource allocationQualifications and SkillsPrevious experience in IT support coordination, service desk, or MSP operations preferred
Strong organizational and time management skills, ability to juggle multiple prioritiesExcellent written and verbal communication skillsBasic understanding of IT terminology, hardware, software, and networking conceptsAbility to work calmly under pressure in a fast-paced, service-driven environmentAble to work full time in our Emeryville officeAccess to a car, a valid US drivers license, and car insurance is preferredCompensation and Benefits$25 to $30 per hour depending on experience
Company health insurance plansRetirement plan with employer contributionPaid time off and sick leavePersonalized workspaces (stand or sit, etc.)Friendly, innovative team members and work environmentOpportunities for education and certificationSnacks and drinks always available