MSP Dispatcher

We are a U.S.-based Managed Service Provider (MSP) looking for a reliable and detail-oriented Dispatcher / Service Coordinator to join our team full-time.

This role is critical to keeping our support operations running smoothly. You will be responsible for answering incoming calls, triaging support requests, creating and assigning tickets, and ensuring our technicians are scheduled efficiently.

You will be the first point of contact for many of our clients, so strong communication skills and professionalism are extremely important.

Key Responsibilities:
• Answer incoming support calls and create tickets
• Triage issues and assign tickets to the appropriate technician
• Schedule and coordinate service appointments
• Follow up with clients to ensure issues are resolved
• Keep tickets updated with accurate notes
• Monitor ticket queues and ensure SLAs are met
• Assist with basic support tickets when possible (password resets, simple troubleshooting, etc.)
• Communicate clearly with both clients and technicians

Requirements:
• Excellent English speaking and writing skills
• Experience working with a helpdesk or ticketing system (preferred)
• Strong organizational and multitasking skills
• Ability to work during U.S. business hours
• Reliable internet and quiet work environment
• Experience in IT or MSP environment is a strong plus

IMPORTANT – VIDEO REQUIREMENT:
To be considered, you MUST submit a short video (1–2 minutes) answering the following:

Tell us about your experience related to this role

Describe your experience with customer service or IT support

What hours are you available to work (in your local time and U.S. time)

Do you currently have any other jobs or clients?

Applications without a video will NOT be considered.

We are looking for someone long-term who wants to grow with our company.

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