IT Dispatcher

Service Team Success

• Answer incoming phone calls to assist with client needs.
• Communicate clearly and professionally with clients via calls, live chat, or ticket documentation.
• Attend client meetings as needed to discuss and resolve service-related issues.

Scheduling

• Schedule all new tickets for initial response within SLA requirements.
• Support the team with additional scheduling needs, including TBRs, installs, and escalations.

Ticket Compliance & Triage

• Triage tickets to ensure proper details, correct priority, and assignment to the right queue or technician.
• Maintain active plans of action for all tickets, avoiding unresolved or stagnant items.
• Ensure daily scheduled tickets are updated and on track for completion.
• Monitor SLA compliance, prioritize tickets, and develop strategies to ensure 80%+ resolution within SLA.
• Track out-of-compliance tickets and ensure resolution plans are in place.

Resource Management

• Balance technician workloads to ensure adequate queue coverage.
• Manage and adjust daily technician schedules for maximum efficiency.
• Reassign tickets and appointments as needed to adapt to staffing changes or absences.
• Coordinate resource sharing, including after-hours coverage.

Client Satisfaction

• Confirm client information and updates to ensure expectations are met.
• Provide consistent, proactive communication and follow-up with all stakeholders.
• Track urgent and VIP tickets to completion, ensuring high-quality service delivery.

KPI Monitoring & Reporting

• Review daily KPI reports and adjust scheduling based on insights.
• Actively monitor KPIs and respond to issues in real time.
• Report ongoing KPI concerns to the Service Manager.

Team & Manager Communication

• Escalate and communicate any HR, client, ticket, or service issues to the Service/Operations Manager promptly.

• Percentage of fizzled tickets
• Number of tickets scheduled in the past
• Drive time efficiency
• Customer Satisfaction Score (CSAT)
• Percentage of tickets closed within SLA
• Percentage of tickets closed same day (including those with multiple time entries)
• Tickets past due

• Proven experience in service coordination, scheduling, or helpdesk/IT support environment.
• Strong organizational and time management skills.
• Excellent communication skills, both written and verbal.
• Proficiency with ticketing systems (e.g., ServiceNow, ConnectWise, or similar).
• Ability to prioritize tasks in a fast-paced, client-focused environment.
• Strong problem-solving and resource management abilities.

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.