IT Dispatch Specialist

We are MNS Group: cybersecurity professionals, compliance experts, and trusted partners to the Defense Industrial Base. Our work supports national security, our culture values humility, joy, drive, and stewardship, and our people make the difference.

We are seeking a detail-oriented IT Dispatch Specialist to join our technical support team. This role is pivotal in ensuring smooth service coordination of ticket assignments, maintaining high-quality service, and providing prompt resolutions to end-users. The ideal candidate will have exceptional attention to detail, strong organizational skills, and a customer-centric mindset.

• Monitor and manage incoming service requests in the ticketing system.
• Accurately triage tickets, assigning them to the appropriate technician or team based on priority, complexity, and expertise.
• Accurately assign ticket types and sub-types based on technical understanding of incoming tickets and MNS standards.
• Track ticket progress and update statuses to ensure timely resolution and maintain SLA compliance.

• Perform quality checks on closed tickets to ensure resolution is thoroughly documented and meets defined service standards.
• Review ticket resolution notes for completeness, accuracy, and compliance with established procedures.
• Provide feedback to technicians and escalate any recurring issues or process gaps to the VP of IT Operations.

• Collaborate with team members to identify areas for process improvements and recommend solutions to optimize workflow.
• Assist in refining quality assurance guidelines, checklists, and best practices to enhance service delivery.

• Act as a central point of contact for ticket-related inquiries, ensuring clear, consistent communication across IT teams and stakeholders.
• Work closely with team leads to prioritize workload and manage resource availability.
• Provide regular status updates and reports on service desk performance to management.

• Maintain accurate records of ticket assignments, escalations, resolutions, and quality reviews.
• Generate periodic reports on ticket volume, resolution times, and quality metrics to identify trends and improvement areas.

• Education: High School diploma or equivalent required;
  Associate or Bachelor’s degree in IT or related field preferred.
• Experience: 1-2 years of experience in a service desk, dispatch, or technical support environment preferred.
• Technical
  
  Skills:
  
  
• Familiarity with ticketing systems (e.g., Connect Wise Service Now, Jira, Zendesk).
• Basic understanding of common software, hardware, and networking issues.
• Soft Skills:
• Excellent written and verbal communication skills.
• Strong attention to detail, ensuring accuracy and completeness in all tasks.
• Exceptional organizational and time-management abilities.
• Customer service mindset, with the ability to remain calm and empathetic under pressure.
• Attention to Detail :
  Demonstrated ability to meticulously review information, spot inconsistencies, and ensure accuracy in ticket handling and quality checks.
• Prioritization & Multitasking :
  Ability to handle multiple tickets and inquiries simultaneously while meeting deadlines.
• Analytical Thinking :
  Capable of understanding technical problems and working with the team to find the most appropriate solution path.
• Team Collaboration :
  Works cooperatively and effectively with others to achieve team goals and deliver high‑quality support.

Employment is contingent upon completing a background check and a drug test. Skills testing may be required during the interview process. Lifting equipment weighing 25 lbs. may be required. Compensation is based on experience.

Due to sensitive government data that employees may come in contact with, this role requires compliance with federal regulations, including ITAR/EAR, which mandate U.S. citizenship.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Well, for one, we care about you as a professional and a person. You will join a team of driven, compassionate, friendly experts and visionary leaders who enjoy a challenge. Are you driven to do better every day? Same. We have your back by offering:

• Medical, dental, and vision insurance, with HSA Health Insurance option
• Reimbursement for training and pursuit of advanced certifications.
• Company match on voluntary pretax salary contributions
• 12 paid holidays
• 15 days of Paid Time Off (PTO)
• 100% paid group life insurance
• 100% company-paid short-term disability
• 100% company-paid long-term disability
• Free-to-you on-campus gym

50,000 - 65,000 USD per year (Managed Group LLC)