Service Desk Dispatcher Coordinator

Service Desk Dispatcher / Coordinator

Location: Charlotte, NC |
In-Office
Hours: Monday–Friday, 8:00 AM–5:00 PM

Reports To: Help Desk Manager

This is an IN-OFFICE role. Must be local to the Charlotte area and have a desire to work in an office setting.

Network Essentials is looking for an organized, proactive, and highly personable Service Desk Dispatcher / Coordinator to join our Managed Services team.

This is a critical role in our service delivery operation. You will serve as the traffic controller for the service desk , making sure the right technician is working on the right issue at the right time, while keeping clients informed and ensuring nothing falls through the cracks.

You will work closely with clients, technicians, and the Help Desk Manager to manage the flow of service requests from initial ticket through resolution.

This is a client-facing position
. Strong communication, professionalism, organization, and follow-through are essential.

• Monitor and manage the service desk ticket queue throughout the day.
• Review, prioritize, categorize, and assign incoming tickets appropriately.
• Assign work based on technician skills, workload, availability, urgency, and client requirements.
• Monitor ticket aging, stalled work, and tickets approaching established service-level expectations.
• Ensure tickets remain properly assigned, updated, and moving toward resolution.
• Coordinate escalations between technicians and higher-level resources.
• Maintain accurate ticket and scheduling information in Connect Wise.

• Manage technician schedules.
• Coordinate remote support appointments and onsite service visits.
• Schedule project and other service activities as needed.
• Balance technician workloads and resolve scheduling conflicts.
• Adjust schedules as priorities and client needs change.
• Ensure technicians have the time and information needed to complete their assigned work.

• Communicate directly with clients regarding scheduling, ticket status, appointments, and next steps.
• Set and manage client expectations regarding timing and availability.
• Provide proactive updates when schedules or circumstances change.
• Coordinate onsite visits and other client-facing service activities.
• Build strong, professional relationships with clients.
• Handle frustrated or difficult clients calmly and professionally.
• Recognize situations requiring escalation to the Help Desk Manager.

• Monitor the service desk for work that is not progressing appropriately.
• Follow up with technicians when tickets require updates or action.
• Identify potential service issues before they become client problems.
• Ensure established service desk processes are followed.
• Monitor and support the team's established service metrics.
• Escalate significant workflow or performance concerns to the Help Desk Manager.

You do not need to be an IT technician, but technical acumen is important
.

You should be comfortable learning and understanding the basics of the services we provide, including concepts such as Microsoft 365, Windows computers, email, user accounts, networking, Wi-Fi, cybersecurity, and remote support.

You do not need in-depth technical knowledge. Your role is to understand the nature and urgency of a request well enough to coordinate the appropriate response.

MSP or IT experience is a plus, but not required. Candidates with strong dispatch, scheduling, customer service, operations, or coordination experience are encouraged to apply.

The ideal candidate is:

• Highly organized and detail-oriented.
• Proactive and excellent at follow-through.
• Comfortable managing multiple priorities at once.
• An excellent verbal and written communicator.
• Confident and comfortable speaking with clients.
• Naturally good at coordinating people and resources.
• Comfortable working with technical personnel.
• Calm and professional under pressure.
• Comfortable asking questions and following up when something isn't moving.
• Willing to take ownership rather than waiting to be told what to do.
• Technically curious and comfortable learning new technology and…