Support Coordinator (Dispatcher)

Core12 is a 16-year-old, Atlanta-based IT Managed Service Provider (MSP) focused on delivering security-first IT solutions to small and mid-sized businesses. We believe in aligning technology with business goals and delivering high-impact service through a team of senior, local technicians—never outsourced.

Job Description

The Support Coordinator (Dispatcher) is the central point of communication and coordination for Core12’s service operations. You’ll ensure all service tickets are prioritized, assigned, and progressing efficiently while maintaining clear communication with both clients and internal teams. This role is ideal for someone who thrives on organization, communication, and accountability in a high-paced environment.

Responsibilities
• Monitor and manage the ConnectWise Manage service boards to ensure timely routing of tickets.
• Evaluate and assign tickets based on urgency, impact, technician availability, and skill level.
• Maintain balanced workloads across the service team and ensure ticket queues stay current.
• Serve as the first line of contact for clients submitting support requests—acknowledge, confirm, and set expectations.
• Track and enforce SLA compliance; escalate overdue or high-impact tickets as needed.
• Coordinate on-site and remote support appointments between clients and technicians.
• Maintain accurate, detailed documentation for all dispatch activities within ConnectWise and IT Glue.
• Provide visibility to leadership on ticket trends, backlog, and technician utilization.
• Collaborate with billing and procurement teams to flag time-sensitive tasks and ensure smooth handoffs.

Core Competencies
• Strong understanding of MSP service desk operations and ticket lifecycle management.
• Excellent organizational and time-management skills with the ability to multitask effectively.
• Clear, professional written and verbal communication.
• Calm and decisive under pressure, with a strong sense of ownership.
• Familiarity with ConnectWise Manage (or similar PSA tools) is strongly preferred.
• Team player who thrives in a fast-paced, high-volume environment.
• Customer-service mindset with urgency and accountability.

Education & Experience
• 2+ years in a dispatching, coordination, or help desk support role.
• MSP or IT support experience preferred.
• High school diploma or equivalent required; additional IT or business coursework a plus.

Core12 Values

At Core12, our mission is to help small and mid-sized businesses thrive through reliable, security-first IT support. To succeed here, you’ll embody these values:

• People First – We recognize who we serve and why we exist. We approach everything from the other’s perspective.
• Find the Solution – Every challenge has a solution. We don’t shy away from the work it takes to find it.
• Do the Right Thing – We believe in loving your neighbor as yourself. When faced with a tough decision, we’ll take the loss before our client does.