IT ConnectWise Dispatcher

5 days ago

Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time

Overview

The Dispatcher plays a key role in ensuring smooth ticket flow and effective client communication within the Service Delivery team. This position requires hands-on experience with ConnectWise PSA (Manage), strong triage and scheduling skills, and the ability to align service requests with SLAs, engineer availability, and tier levels.

Key Responsibilities

  • Triage and classify incoming service requests (Type, Subtype, Item) and assign them based on priority, SLA, and engineer tier.
  • Manage engineer schedules to ensure balanced workloads and timely responses.
  • Serve as the first point of contact for service calls, documenting and clarifying reported issues.
  • Provide consistent follow-ups and updates on open tickets to clients and internal stakeholders.
  • Identify and resolve service bottlenecks, escalating issues when necessary.
  • Support the Service Delivery Manager (SDM) by maintaining ticket flow and overseeing escalations when needed.
  • Assist with ticket/time entry reviews, license procurement, and other operational duties as assigned.
  • Contribute to continuous service delivery improvements and process enhancements.

Qualifications

  • Minimum 2 years of experience in an MSP, IT Help Desk, or Service Delivery environment.
  • Strong working knowledge of ConnectWise PSA (Manage).
  • Understanding of SLA requirements, TSI classification, and ticket triage processes.
  • Excellent communication, organization, and multitasking skills.
  • Availability to work 8:00 AM – 5:00 PM PST.

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