Technical Dispatcher - MSP​/MSSP

Job Title:
Dispatcher / Technical Services Coordinator

Department: Technical Services

Reports To: Support Team Lead/Manager of Support Services

Job Type: Full-Time

Work Location
:
In Office

Salary Range
: $40,000 - $50,000 depending on experience

We are a leading Managed Services Provider (MSP) and Managed Security Services Provider (MSSP) serving a diverse portfolio of professional services clients, including legal, financial, and consulting firms. Our team is driven by a shared commitment to excellence, integrity, and continuous improvement. We foster a culture that values hard work, collaboration, and a positive, solutions-oriented mindset.

• Exceptional customer service
• Accountability and ownership
• Continuous learning
• Process improvement
• Career growth through demonstrated achievement

The Dispatcher serves as the operational hub of the support organization. This role is responsible for coordinating incoming support requests, ensuring efficient technician scheduling, maintaining ticket quality, and delivering exceptional customer experience.

In addition to traditional dispatch responsibilities, this position is designed as a developmental pathway into a Tier 1 Support Engineer role. The Dispatcher will actively participate in technical training, ticket triage, documentation efforts, and basic technical support activities to build the knowledge and experience necessary for advancement.

• Monitor support queues, inbound calls, emails, and service requests.
• Create, classify, prioritize, and assign tickets according to NSG procedures.
• Schedule onsite appointments and coordinate technician resources.
• Balance workloads across the technical team to maximize efficiency.
• Monitor ticket status and ensure adherence to service level agreements (SLAs).
• Escalate urgent issues to appropriate technical resources.
• Coordinate client communications regarding ticket status and scheduling.
• Follow up with clients to ensure service expectations are met.

• Serve as a professional first point of contact for clients.
• Gather complete and accurate information during issue intake.
• Maintain a positive, helpful, and service-oriented attitude.
• Assist with client satisfaction follow-up activities.
• Ensure all client interactions reflect NSG's commitment to exceptional service.

• Review tickets for completeness and proper categorization.
• Verify accurate time entry and documentation standards.
• Maintain client records and contact information.
• Assist with creation and maintenance of technical documentation.
• Ensure ticket information supports billing, reporting, and technical resolution requirements.

The Dispatcher role includes progressive technical responsibilities designed to prepare the employee for promotion into a Tier 1 Support Engineer position.

• Perform initial review of incoming technical issues.
• Identify common support requests and route appropriately.
• Gather diagnostic information before technician assignment.
• Review monitoring alerts and assist with basic categorization.

After completing training requirements:

• Perform password resets and account unlocks.
• Assist with Microsoft 365 user administration tasks.
• Support workstation provisioning activities.
• Assist with user onboarding and offboarding checklists.
• Perform basic troubleshooting using documented procedures.
• Validate backup reports and routine system checks.
• Assist with device inventory management and asset tracking.

• Shadow Tier 1 and Tier 2 engineers during troubleshooting activities.
• Participate in service desk training sessions.
• Attend technical team meetings and review lessons learned.
• Observe onsite client engagements when appropriate.

The Dispatcher position is not intended to be solely administrative. Employees in this role are expected to actively develop technical skills and pursue progression toward a Tier 1 Support Engineer position.

• Demonstrate understanding of ticket lifecycle management.
• Learn basic networking concepts.
• Learn Active Directory fundamentals.
• Learn cybersecurity best practices.
• Participate in internal technical training.

• Excellent verbal and written communication abilities.
• Highly organized with strong attention to detail.
• Ability to effectively prioritize multiple tasks.
• Strong problem-solving mindset.
• Basic understanding of computers and business technology.
• Desire to build a long-term career in Information Technology.

• Previous MSP or IT support experience.
• Experience with Connect Wise Manage or similar ticketing systems.
• Experience in scheduling, dispatching, coordinating, or customer service roles.
• Technical coursework or certifications.

• Ticket assignment accuracy
• SLA compliance rates
• Client satisfaction scores
• Technical training completion
• Certification progress
• Successful…